Features coverage of the service systems lifecycle, including service marketing, engineering, delivery, quality control, management, and sustainment Featuring an innovative and holistic approach, Service Science: The Foundations of Service Engineering and Management provides a new perspective of service research and practice. The book presents a practical approach to the service systems lifecycle framework, which aids in understanding and capturing market trends; analyzing the design and engineering of service products and delivery networks; executing service operations; and controlling and managing the service lifecycles for competitive advantage. Utilizing a combined theoretical and practical approach to discuss service science, Service Science: The Foundations of Service Engineering and Management features: Case studies to illustrate how the presented theories and design principles are applied in practice to the definitions of fundamental service laws, including service interaction and socio-technical natures Computational thinking and system modeling such as abstraction, digitalization, holistic perspectives, and analytics Plentiful examples of service organizations such as education services, global project management networks, and express delivery services An interdisciplinary emphasis that includes integrated approaches from the fields of mathematics, engineering, industrial engineering, business, operations research, and management science A detailed analysis of the key concepts and body of knowledge for readers to master the foundations of service management Service Science: The Foundations of Service Engineering and Management is an ideal reference for practitioners in the contemporary service engineering and management field as well as researchers in applied mathematics, statistics, business/management science, operations research, industrial engineering, and economics. The book is also appropriate as a text for upper-undergraduate and graduate-level courses in industrial engineering, operations research, and management science as well as MBA students studying service management.

Most of us are users and providers of services. In spit of the predominance of services in modern society, we actually know very little about them -- no best practices, no principles, no theories. This book provides information on services for people in business, governement, and education. If you want to have the competitive edge in your personal and professional life, then it's imperative to understand service science. Service in itself can be described as a client/provider interaction that creates and captures value, while a service system is defi ned as a structure of people and technology that adapts to the changing value of knowledge in the system. Combined, these two concepts form service science. Harry Katzan, managing editor of the prestigious Journal of Service Science and professor at a local university, takes a closer look at this newly emerging scientifi c fi eld for academics and practitioners alike in Service Science. With an easy-to-understand format, Katzan, offers a comprehensive introduction to service science for people in business, education, and government. Useful as a textbook and a professional guide, this innovative study contains eight chapters that each end with a comprehensive summary, a list of key words, questions, and additional selected readings. In addition, Harry Katzan, Jr. provides concrete examples and in-depth discussion on such timely topics as: Service concepts Service systems Information services Service management Service business Service technology Service science has been touted as the up-and-coming discipline for the twenty-fi rst century. Learn more about this exciting fi eld and change how you think and perceive your world with Service Science

This text enables IT managers to create a detailed and practical SLM strategy and shows them how to implement it in their organizations.

Foundations of Health Service Psychology 2e describes a comprehensive science-based approach to the clinical practice of psychology. It systematically applies scientific advances in understanding human psychology to updating the conceptual frameworks used for education, practice, and research in health service psychology. This new edition includes significant elaboration on recent research. Neural and behavioral science research regarding many aspects of cognition, emotion, and behavior has strengthened substantially over the past decade as has the role of evolutionary theory for understanding why humans are "designed” the way we are. The movement toward integrated primary care has also advanced considerably. These and other topics are updated significantly in this new edition. The new edition is also reorganized to streamline the presentation.

A comprehensive treatment on the use of quantitative modeling for decision making and best practices in the service industries Making up a significant part of the world economy, the service sector is a rapidly evolving field that is relied on to dictate the public's satisfaction and success in various areas of everyday life, from banking and communications to education and healthcare. Service Science provides managers and students of the service industries with the quantitative skills necessary to model key decisions and performance metrics associated with services, including the management of resources, distribution of goods and services to customers, and the analysis and design of queueing systems. The book begins with a brief introduction to the service sector followed by an introduction to optimization and queueing modeling, providing the methodological background needed to analyze service systems. Subsequent chapters present specific topics within service operations management, including: Location modeling and districting Resource allocation problems Short- and long-term workforce management Priority services, call center design, and customer scheduling Inventory modeling Vehicle routing The author's own specialized software packages for location modeling, network optimization, and time-dependent queueing are utilized throughout the book, showing readers how to solve a variety of problems associated with service industries. These programs are freely available on the book's related web site along with detailed appendices and online spreadsheets that accompany the book's "How to Do It in Excel" sections, allowing readers to work hands-on with the presented techniques. Extensively class-tested to ensure a comprehensive presentation, Service Science is an excellent book for industrial engineering and management courses on service operations at the upper-undergraduate and graduate levels. The book also serves as a reference for researchers in the fields of business, management science, operations research, engineering, and economics. This book was named the 2010 Joint Publishers Book of the Year by the Institute of Industrial Engineers.

The last three decades have seen a dramatic increase in the attention businesses devote to their quality of service. Scholars and researchers in a number of disciplines, including marketing, human resources I/O psychology, sociology, and consumer behavior, have all made substantial contributions to understanding what service is, how service and service delivery quality are experienced by customers, and the role of employees and their organizations in service delivery. Service Quality: Research Perspectives presents a comprehensive overview and analysis of the field and its research, including its growth, emerging trends, and debates

This textbook addresses the conceptual and practical aspects of the various phases of the lifecycle of service systems, ranging from service ideation, design, implementation, analysis, improvement and trading associated with service systems engineering. Written by leading experts in the field, this indispensable textbook will enable a new wave of future professionals to think in a service-focused way with the right balance of competencies in computer science, engineering, and management. Fundamentals of Service Systems is a centerpiece for a course syllabus on service systems. Each chapter includes a summary, a list of learning objectives, an opening case, and a review section with questions, a project description, a list of key terms, and a list of further reading bibliography. All these elements enable students to learn at a faster and more comfortable peace. For researchers, teachers, and students who want to learn about this new emerging science, Fundamentals of Service Systems provides an overview of the core disciplines underlying the study of service systems. It is aimed at students of information systems, information technology, and business and economics. It also targets business and IT practitioners, especially those who are looking for better ways of innovating, designing, modeling, analyzing, and optimizing service systems.