Rochester institute of Technology—Service Management

  • James W. JacobsJr.
  • Guy Johnson
Part of the Service Science: Research and Innovations in the Service Economy book series (SSRI)

This paper addresses several issues related to Service Management education. Those issues are; the current state of service management education at our institution, the current state of service in organizations, a brief listing of our courseware themes, a brief rundown about current faculty research, project and grants and some examples of student research projects. Lastly, we have identified how collaboration around SSME would be beneficial.


Service Management Call Center Service Leadership Rochester Institute Student Research Project 


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  1. [1]
    Lanning, M. J., (1998). Delivering Profitable Value: A Revolutionary Framework to Accelerate Growth, Generate Wealth, and Rediscover the Heart of Business. Great Britain; Perseus PublishingGoogle Scholar
  2. [2]
    Prahalad, C. K. & Ramaswamy, V., (2004). The Future of Competition: Co-creating Unique Value with Customers. Boston, Mass: Harvard Business School Publishing.Google Scholar

Copyright information

© Springer Science+Business Media, LLC 2008

Authors and Affiliations

  • James W. JacobsJr.
    • 1
  • Guy Johnson
    • 2
  1. 1.Faculty — Service Management
  2. 2.Center for Advancing the Study of CyberinfrastructureRochester

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