Handbook of Service Science, Volume II

  • Paul P. Maglio
  • Cheryl A. Kieliszewski
  • James C. Spohrer
  • Kelly Lyons
  • Lia Patrício
  • Yuriko Sawatani

Table of contents

  1. Front Matter
    Pages i-xxvii
  2. Paul P. Maglio, Cheryl A. Kieliszewski, James C. Spohrer, Kelly Lyons, Lia Patrício, Yuriko Sawatani
    Pages 1-9
  3. Service Experience – On the Human–Centered Nature of Service

  4. Service Systems – On the Nature of Service Interactions

    1. Front Matter
      Pages 235-235
    2. Niels Feldmann, Hansjörg Fromm, Gerhard Satzger, Ronny Schüritz
      Pages 249-284
    3. Robert Blair Frost, Michael Cheng, Kelly Lyons
      Pages 285-306
    4. Cheryl A. Kieliszewski, Laura Challman Anderson
      Pages 307-325
    5. Luna An, Mallika Machra, Abigail M. Moser, Sanja Simonovikj, Richard C. Larson
      Pages 327-348
    6. Chiehyeon Lim, Paul P. Maglio
      Pages 349-376
    7. Veronica Martinez, Andy Neely, Chander Velu, Stewart Leinster-Evans, Dav Bisessar
      Pages 377-407
    8. Paolo Piciocchi, Clara Bassano, Maria Cristina Pietronudo, James C. Spohrer
      Pages 409-432
  5. Service Ecosystems – On the Broad Context of Service

    1. Front Matter
      Pages 455-455
    2. Oleg V. Pavlov, Frank Hoy
      Pages 545-566
    3. Robin G. Qiu, Tianhai Zu, Ying Qian, Lawrence Qiu, Youakim Badr
      Pages 567-587
    4. William B. Rouse, Kara M. Pepe, Michael M. E. Johns
      Pages 589-618
    5. Peter Samuelsson, Lars Witell, Patrik Gottfridsson, Mattias Elg
      Pages 619-638
  6. Challenges – On Rethinking the Theory and Foundations of Service Science

    1. Front Matter
      Pages 639-639
    2. Christoph F. Breidbach, Michael Davern, Graeme Shanks, Ida Asadi-Someh
      Pages 661-674
    3. Luigi Cantone, Pierpaolo Testa, Teresa Marrone
      Pages 675-710
    4. Benoît Desmarchelier
      Pages 711-728
    5. Francesco Polese, Sergio Barile, Vincenzo Loia, Luca Carrubbo
      Pages 773-784
    6. Jochen Wirtz, Michael Ehret
      Pages 785-810
    7. Yutaka Yamauchi
      Pages 811-837

About this book


The second volume of this successful handbook represents varied perspectives on the fast-expanding field of Service Science.  The novel work collected in these chapters is drawn from both new researchers who have grown-up with Service Science, as well as established researchers who are adapting their frames for the modern service context.  

The first Handbook of Service Science marked the emergence of Service Science when disciplinary studies of business-to-customer service systems intertwined to meet the needs of a new era of business-to-business and global service ecosystems.  Today, the evolving discipline of Service Science involves advanced technologies, such as smartphones, cloud, social platforms, big data analytics, and artificial intelligence.  These technologies are reshaping the service landscape, transforming both business models and public policy, ranging from retail and hospitality to transportation and communications.   By looking through the eyes of today’s new Service Scientists, it is anticipated that value and grand challenges will emerge from the integration of theories, methods, and techniques brought together in the first volume, but which are now rooted more deeply in service-dominant logic and systems thinking in this second volume.

The handbook is divided into four parts:  1) Service Experience--On the Human-centered Nature of Service; 2) Service Systems–On the Nature of Service Interactions; 3) Service Ecosystems–On the Broad Context of Service; 4) Challenges–On Rethinking the Theory and Foundations of Service Science. The chapters add clarity on how to identify, enable, and measure service, thus allowing for new ideas and connections made to physics, design, computer science, and data science and analytics for advancing service innovation and the welfare of society.

Handbook of Service Science, Volume II offers a thorough reference suitable for a wide-reaching audience including researchers, practitioners, managers, and students who aspire to learn about or to create a deeper scientific foundation for service design and engineering, service experience and marketing, and service management and innovation.


service science service systems service research service-dominated logic service ecosystems human-centered service systems service experience smart service systems

Editors and affiliations

  • Paul P. Maglio
    • 1
  • Cheryl A. Kieliszewski
    • 2
  • James C. Spohrer
    • 3
  • Kelly Lyons
    • 4
  • Lia Patrício
    • 5
  • Yuriko Sawatani
    • 6
  1. 1.University of California, MercedMercedUSA
  2. 2.IBM Research—AlmadenSan JoseUSA
  3. 3.IBM Cognitive Opentech, AlmadenSan JoseUSA
  4. 4.University of TorontoTorontoCanada
  5. 5.INESCTEC and Faculty of EngineeringUniversity of PortoPortoPortugal
  6. 6.Graduate School of ManagementNagoya University of Commerce and Business Business SchoolNagoyaJapan

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