Advertisement

Introduction: Why Another Handbook?

  • Paul P. MaglioEmail author
  • Cheryl A. Kieliszewski
  • James C. Spohrer
  • Kelly Lyons
  • Lia Patrício
  • Yuriko Sawatani
Chapter
Part of the Service Science: Research and Innovations in the Service Economy book series (SSRI)

Abstract

Advancing technologies, including smartphones, cloud, social platforms, big data analytics, artificial intelligence, and more have begun to transform business models and public policy. These changes are being reflected in the evolving discipline of service science. The chapters collected here are drawn from both newly minted researchers who have grown-up with service science, and established researchers who are adapting their frames for the modern service context. They represent a variety of perspectives on the emergence of a new science of service and are sure to become required reading for today’s service scientists.

Keywords

Service science Service systems Service thinking 

References

  1. Arthur, W. B. (2017) Where is technology taking the economy? McKinsey Quarterly. October.Google Scholar
  2. Barile, S., Lusch, R., Reynoso, J., Saviano, M., & Spohrer, J. (2016). Systems, networks, and ecosystems in service research. Journal of Service Management, 27(4), 652-674.CrossRefGoogle Scholar
  3. Breidbach, C. F., & Brodie, R. J. (2017). Engagement platforms in the sharing economy: conceptual foundations and research directions. Journal of Service Theory and Practice, 27(4), 761-777.CrossRefGoogle Scholar
  4. Fujita, S., Vaughan, C., & Vargo, S. (2018, January). Service Ecosystem Emergence from Primitive Actors in Service Dominant Logic: An Exploratory Simulation Study. In Proceedings of the 51st Hawaii International Conference on System Sciences.Google Scholar
  5. Hill T. P. (1977). On goods and services. Rev. Income Wealth, 23(4), 314–339.CrossRefGoogle Scholar
  6. Kieliszewski, C. A., Maglio, P. P. & Cefkin, M. (2012). On modeling value constellations to understand complex service system interactions. European Management Journal, 30(5), 438-450.CrossRefGoogle Scholar
  7. Larson R. C. (2016). Smart service systems: Bridging the silos. Service Science, 8(4), 359–367.CrossRefGoogle Scholar
  8. Lusch, R. F., & Nambisan, S. (2015). Service innovation: A service-dominant logic perspective. MIS Quarterly, 39(1).CrossRefGoogle Scholar
  9. Lusch, R. F., Vargo, S. L., & Gustafsson, A. (2016). Fostering a trans-disciplinary perspectives of service ecosystems. Journal of Business Research, 69(8), 2957-2963.CrossRefGoogle Scholar
  10. Maglio, P. P. (2017a). New directions in service science: Value cocreation in the age of autonomous service systems. Service Science, 9(1), 1-2.CrossRefGoogle Scholar
  11. Maglio, P. P. (2017b). Toward ten years of Service Science (Editorial). Service Science, 9(4), iii-iv.CrossRefGoogle Scholar
  12. Maglio, P. P. & Breidbach, C. F. (2014). Service Science: Toward systematic service innovation. In A. Newman & J. Leung (Eds.), Bridging Data and Decisions: Tutorials in Operations Research. Catonsville, MD: INFORMS, pp. 161–170.Google Scholar
  13. Maglio, P. P., Kieliszewski, C. A., & Spohrer, J. C. (2010). Introduction: Why a handbook? In P. P. Maglio, C. A. Kieliszewski & J. C. Spohrer (Eds.), Handbook of Service Science. New York: Springer.CrossRefGoogle Scholar
  14. Maglio, P. P., Kwan, S. J. & Spohrer, J. (2015). Toward a research agenda for human-centered service system innovation. (Commentary) Service Science, 7(1), 1–10.CrossRefGoogle Scholar
  15. Maglio, P. P. & Kieliszewski, C. (2015). The new scientific study of service. In J. Bryson & P. Daniels (Eds.), The Handbook of Service Business. Cheltenham, UK: Edward Elgar, pp. 49-59.Google Scholar
  16. Maglio, P. P. & Spohrer, J. (2008). Fundamentals of service science. Journal of the Academy of Marketing Science, 36, 18-20.CrossRefGoogle Scholar
  17. Maglio, P. P. & Spohrer, J. (2013). A service science perspective on business model innovation. Industrial Marketing Management, 42, 655-670.CrossRefGoogle Scholar
  18. Maglio, P. P., Vargo, S. L., Caswell, N. & Spohrer, J. (2009). The service system is the basic abstraction of service science. Information Systems and e-business Management, 7, 395-406.CrossRefGoogle Scholar
  19. Medina-Borja A. (2015). Smart things as service providers: A call for convergence of disciplines to build a research agenda for the service systems of the future. Service Science, 7(1), ii–v.CrossRefGoogle Scholar
  20. Normann, R., & Ramirez, R. (1993). From value chain to value constellation: Designing interactive strategy. Harvard Business Review, 71, 65–77.Google Scholar
  21. Ostrom, A.L. Bitner, M. J. Brown, S. W., Burkhard, K. A., Goul, M., Smith-Daniels, V. Demirkan, H. & Rabinovich, E. (2010). Moving Forward and Making a Difference: Research Priorities for the Science of Service. Journal of Service Research, 13(1), 4 – 36.CrossRefGoogle Scholar
  22. Ostrom, A. L., Parasuraman, A., Bowen, D. E., Patrício, L., & Voss, C. A. (2015). Service research priorities in a rapidly changing context. Journal of Service Research, 18(2), 127 – 159.CrossRefGoogle Scholar
  23. Park, H., Clear, T., Rouse, W. B., Basole, R. C., Braunstein, M. L., Brigham, K. L. & Cunningham, L. (2012). Multilevel simulations of health delivery systems: A prospective tool for policy, strategy, planning, and management. Service Science, 4(3), 253-268.CrossRefGoogle Scholar
  24. Patrício, L., Fisk, R. P., Falcão e Cunha, J., & Constantine, L. (2011). Multilevel service design: from customer value constellation to service experience blueprinting. Journal of Service Research, 14(2), 180-200.CrossRefGoogle Scholar
  25. Peters, C., Maglio, P. P., Badinelli, R., Harmon, R. R., Maull, R., Spohrer, J. C., Tuuanen, T., Vargo, S. L., Welser, J. J., Demirkan, H., Griffith, T. L., & Moghadam, Y. (2016). Emerging digital frontiers for service innovation. Communications of the Association for Information Systems, 39, article 8.CrossRefGoogle Scholar
  26. Rouse, W. B., & Spohrer, J. C. (2018). Automating versus augmenting intelligence. Journal of Enterprise Transformation, 1-21.Google Scholar
  27. Qiu, R. G. (2009). Computational thinking of service systems: Dynamics and adaptiveness modeling. Service Science, 1(1), 42-55.CrossRefGoogle Scholar
  28. Rust, R. T., & Huang, M. H. (2014). The service revolution and the transformation of marketing science. Marketing Science, 33(2), 206-221.CrossRefGoogle Scholar
  29. Spohrer, J. & Maglio, P. P. (2010). Toward a science of service systems: Value and symbols. In P. P. Maglio, C. A. Kieliszewski & J. C. Spohrer (Eds.), Handbook of service science. New York: Springer.Google Scholar
  30. Spohrer, J., Piciocchi, P., & Bassano, C. (2012). Three frameworks for service research: exploring multilevel governance in nested, networked systems. Service Science, 4(2), 147-160.CrossRefGoogle Scholar
  31. Storbacka, K., Brodie, R. J., Böhmann, T., Maglio, P. P. & Nenonen, S., (2016). Actor engagement as a microfoundation for value co-creation. Journal of Business Research, 69(8), 3008-3017.CrossRefGoogle Scholar
  32. Vargo, S. L., & Akaka, M. A. (2012). Value cocreation and service systems (re) formation: A service ecosystems view. Service Science, 4(3), 207-217.CrossRefGoogle Scholar
  33. Vargo, S. L. & Lusch, R. F. (2004). Evolving to a new dominant logic for marketing. Journal of Marketing, 68, 1 – 17.CrossRefGoogle Scholar
  34. Vargo, S. L., & Lusch, R. F. (2016). Institutions and axioms: an extension and update of service-dominant logic. Journal of the Academy of Marketing Science, 44(1), 5-23.CrossRefGoogle Scholar
  35. Vargo, S. L., Maglio, P. P., and Akaka, M. A. (2008). On value and value co-creation: A service systems and service logic perspective. European Management Journal, 26(3), 145-152.CrossRefGoogle Scholar
  36. Vargo, S. L., Wieland, H., & Akaka, M. A. (2015). Innovation through institutionalization: A service ecosystems perspective. Industrial Marketing Management, 44, 63-72.CrossRefGoogle Scholar

Copyright information

© Springer Nature Switzerland AG 2019

Authors and Affiliations

  • Paul P. Maglio
    • 1
    Email author
  • 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 Engineering, University of PortoPortoPortugal
  6. 6.Graduate School of Management, Nagoya University of Commerce and Business, Business SchoolNagoyaJapan

Personalised recommendations