From Service Innovation to Service Engineering

  • Wil Janssen
  • Marc Lankhorst
  • Timber Haaker
  • Henny de Vos
Part of the Service Science: Research and Innovations in the Service Economy book series (SSRI)


Many companies have made important steps in moving from process engineering, through process management to enterprise architecture. This allowed them to get a grip on their processes and systems, reducing cost and lowering risks. The question that arises is how to leverage such a foundation towards value added to the customer. True value comes from a robust yet flexible service infrastructure together with a professional approach to service development.In many service organizations such an approach is largely lacking. Service development and innovation is loosely defined, responsibilities are distributed over marketing, IT and business lines, and interaction between the different stakeholders involved is poor or error prone. Service science, management and engineering, or service science for short, has been coined as the term of a new discipline that allows for an integrated approach to the development of services. In this paper we explain this new paradigm, what it encompasses and how building blocks, such as enterprises architecture, stress testing, process management or creative design fit in. We also suggest a roadmap towards services science.


Business Process Business Model Service System Service Network Enterprise Architecture 
These keywords were added by machine and not by the authors. This process is experimental and the keywords may be updated as the learning algorithm improves.


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Copyright information

© Springer Science+Business Media New York 2012

Authors and Affiliations

  • Wil Janssen
    • 1
  • Marc Lankhorst
    • 1
  • Timber Haaker
    • 1
  • Henny de Vos
    • 1
  1. 1.Novay/InZychtEnschedeThe Netherlands

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