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A Framework that Situates Technology Research Within the Field of Service Science

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The Science of Service Systems

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Abstract

Service science strives to bring together many disciplines (including computer science, cognitive science, economics, organizational behavior, human resources management, marketing, operations research, and others) in an attempt to study service systems in the following ways: understanding what service systems are and how they evolve; studying how to invest in order to improve management practices in service systems; determining how to create new technologies that increase the scaling of service systems; and, establishing a basis for assessing and relating relevant interdisciplinary knowledge within this emerging field. Academic and industry researchers from separate and currently mostly isolated disciplines are each approaching the field of service science from their own perspectives. This chapter presents a framework that technology researchers can use to understand and articulate how their research relates to the field of service science. The result will better enable technology researchers to relate to and engage with other researchers in the interdisciplinary field of service science.

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Acknowledgments

The author wishes to thank the students in her FIS2306 Introduction to Service Science course for their feedback on the framework and the reviewers of this chapter for their valuable input. She also wishes to thank Stephen Perelgut at IBM for his feedback on an earlier draft of this chapter. This research is partially funded by a Natural Sciences and Engineering Research (NSERC) Discovery Grant.

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Authors and Affiliations

  1. Faculty of Information, University of Toronto, 45 Willcocks St. #314, Toronto, ON, Canada

    Kelly Lyons

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  1. Kelly Lyons
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Editors and Affiliations

  1. Department of Information Systems, W. P. Carey School of Business, Main Campus PO BOX 874606, Tempe, 85287, Arizona, USA

    Haluk Demirkan

  2. IBM Research - Almaden, Harry Road 650, San Jose, 95120-6099, California, USA

    James C. Spohrer

  3. IBM Almaden Research Center, San Jose, 95120-6099, California, USA

    Vikas Krishna

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Lyons, K. (2011). A Framework that Situates Technology Research Within the Field of Service Science. In: Demirkan, H., Spohrer, J., Krishna, V. (eds) The Science of Service Systems. Service Science: Research and Innovations in the Service Economy. Springer, Boston, MA. https://doi.org/10.1007/978-1-4419-8270-4_10

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  • DOI: https://doi.org/10.1007/978-1-4419-8270-4_10

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  • Publisher Name: Springer, Boston, MA

  • Print ISBN: 978-1-4419-8269-8

  • Online ISBN: 978-1-4419-8270-4

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