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Handbook of Service Science, Volume II |
Paul P. Maglio; Cheryl A. Kieliszewski; James C. Spohrer; Kelly Lyons; Lia Patrício; Yuriko Sawatani
Springer International Publishing
Handbook of Service Science, Volume II
Exploring the Journey to Services
Authors

Veronica Martinez; Andy Neely; Chander Velu; Stewart Leinster-Evans; Dav Bisessar

ARI Id

1665151062172_5052820

Access

Not Available Free

Pages

377-407

DOI

10.1007/978-3-319-98512-1_17

Chapter URL

https://rd.springer.com/chapter/10.1007/978-3-319-98512-1_17

Table of Contents of Book
Showing 1 to 20 of 41 entries
Chapters/HeadingsAuthor(s)PagesInfo
Front Matter
i-xxvii
Introduction: Why Another Handbook?
Paul P. Maglio; Cheryl A. Kieliszewski; James C. Spohrer; Kelly Lyons; Lia Patrício; Yuriko Sawatani
1-9
Front Matter
11-11
Service Timing: Designing and Executing Service in a Dynamic Environment
Ruth N. Bolton
13-33
Designing Service Systems to Enhance Perceived Decision Control
Sriram Dasu; Alexandra Brunner-Sperdin
35-48
The Sequence of Service: An Affect Perspective to Service Scheduling
Michael J. Dixon; Liana Victorino
49-76
Customer Acceptance of AI in Service Encounters: Understanding Antecedents and Consequences
Amy L. Ostrom; Darima Fotheringham; Mary Jo Bitner
77-103
Optimal Structure of Experiential Services: Review and Extensions
Guillaume Roels
105-146
A Human-Centred, Multidisciplinary, and Transformative Approach to Service Science: A Service Design Perspective
Daniela Sangiorgi; Filipe Lima; Lia Patrício; Maíra Prestes Joly; Cristina Favini
147-181
Emerging Design Research Themes: A Research Review from Design, Service, and Management Studies
Yuriko Sawatani
183-192
High-Tech vs. High Touch Service Design in Healthcare: A Case for Considering the Emotional Biorhythm of the Patient in Technology Interventions
Alexis Strong; Rohit Verma
193-206
Customer Experience Analytics: Dynamic Customer-Centric Model
Mohamed Zaki; Andy Neely
207-233
Front Matter
235-235
The Future of Service Systems: From Synergetics to Multi-Sided Platforms
Jennifer D. Chandler
237-247
Using Employees’ Collective Intelligence for Service Innovation: Theory and Instruments
Niels Feldmann; Hansjörg Fromm; Gerhard Satzger; Ronny Schüritz
249-284
A Multilayer Framework for Service System Analysis
Robert Blair Frost; Michael Cheng; Kelly Lyons
285-306
People and Social Interaction: Drivers of Service Innovation
Cheryl A. Kieliszewski; Laura Challman Anderson
307-325
Queues in Service Systems: Some Unusual Applications
Luna An; Mallika Machra; Abigail M. Moser; Sanja Simonovikj; Richard C. Larson
327-348
Clarifying the Concept of Smart Service System
Chiehyeon Lim; Paul P. Maglio
349-376
Exploring the Journey to Services
Veronica Martinez; Andy Neely; Chander Velu; Stewart Leinster-Evans; Dav Bisessar
377-407
Chapters/HeadingsAuthor(s)PagesInfo
Showing 1 to 20 of 41 entries
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