• Jim SpohrerEmail author
  • Stephen K. Kwan
  • Yuriko Sawatani
Part of the Service Science: Research and Innovations in the Service Economy book series (SSRI)


We briefly survey the 21 chapters in this book. First, we note that many in the emerging service science community advocate for T-shaped service innovators, with depth and breadth across disciplines, sectors, and cultures (Spohrer and Kwan 2009). Academic disciplines from marketing to operations, from engineering to management, from design to computer science, from human-factors to economics, and more are represented here. In addition, sectors from tourism to education, from retail to transportation by rail, air, and walking, from government to manufacturing, and more are also represented. This book provides an opportunity for members in the service science community from nations around the world to see what service innovation means to leading thinkers from Japan. For example, from a regional and cultural perspective, Chap.  16 provides insights into Japanese culture of service and the challenges of sustainability and scaling of “Shinise,” the shops of long standing, and “Omotenashi,” the unique Japanese mindset of hospitality pervades them.


Service System Service Innovation Design Thinking Business Model Innovation Professional Design 
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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  2. Spohrer J, Kwan SK (2009) Service science, management, engineering, and design (SSMED): an emerging discipline - outline and references. Int J Inf Syst Serv Sector 1(3):1–31CrossRefGoogle Scholar
  3. Spohrer J, Piciocchi P, Bassano C (2012) Three frameworks for service research: exploring multilevel governance in nested, networked systems. Serv Sci 4(2):147–160CrossRefGoogle Scholar

Copyright information

© Springer Science+Business Media New York 2016

Authors and Affiliations

  • Jim Spohrer
    • 1
    Email author
  • Stephen K. Kwan
    • 2
  • Yuriko Sawatani
    • 3
  1. 1.IBM University Programs and Cognitive Systems Institute, IBM Almaden ResearchSan Jose, CAUSA
  2. 2.Lucas Graduate School of Business, San Jose State UniversitySan JoseUSA
  3. 3.Graduate Schoo of Enterpreneurship, Tokyo University of TechnologyTokyoJapan

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