Introduction to Service Engineering

Published on Jan 12, 2010
Waldemar Karwowski39
Estimated H-index: 39
Gavriel Salvendy46
Estimated H-index: 46
Industrial Engineering What you need to know to engineer the global service economy. As customers and service providers create new value through globally interconnected service enterprises, service engineers are finding new opportunities to innovate, design, and manage the service operations and processes of the new service-based economy. Introduction to Service Engineering provides the tools and information a service engineer needs to fulfill this critical new role. The book introduces engineers as well as students to the fundamentals of the theory and practice of service engineering, covering the characteristics of service enterprises, service design and operations, customer service and service quality, web-based services, and innovations in service systems. Readers explore such key aspects of service engineering as: The role of service science in developing a smarter planet Service enterprises, including: enterprise value creation, architecture of service organizations, service enterprise modeling, and the application of methods of systems engineering to services Service design, including collaborative e-service systems and the new service development process Service operations and management, including service call centers Service quality, from design operations to customer relations Web-based services and technology in the global e-organization Innovation in service systems from service engineering to integrative solutions, service-oriented architecture solutions, and technology transfer streams With chapters written by fifty-seven specialists and edited by bestselling authors Gavriel Salvendy and Waldemar Karwowski, Introduction to Service Engineering uses numerous examples, problems, and real-world case studies to help readers master the knowledge and the skills required to succeed in service engineering.
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As the sustainable development and servitization in manufacturing industry boost, industrial product service system (iPSS) has especially attracted much attention, due to its ability to provide systematic solutions by integrating industrial products and associated services. During the iPSS life cycle, product-service activities in the running phase take up the main part in time view. To improve sustainability, the efficiency and environmental impact in this phase is urgently required. Thus diffe...
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Sep 7, 2016 in ICONS (International Conference on Systems)
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Increasing interest on intermodal transport both by the shippers and carriers has led logistics service providers and transport operators to develop new intermodal transport services. When the service literature is analyzed, it is found that there are a few studies on the New Service Development (NSD) of specific service industries. However, it is observed that there is a gap in new intermodal service development. That’s why this study aims to explore the stages and determine the common stages i...
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#2Ricardo de Almeida Falbo (UFES: Universidade Federal do Espírito Santo)H-Index: 18
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