Methodology for service engineering

Jisuanji Jicheng Zhizao Xitong/Computer Integrated Manufacturing Systems, CIMS

Volumn 13, Issue 8, 2007, Pages 1457-1464

  Xu, Xiao Fei ^a   Wang, Zhong Jie ^a   Mo, Tong ^a  

^a HARBIN INSTITUTE OF TECHNOLOGY   (China)

Author keywords

Methodology for service engineering; Service industry; Service science, management and engineering; Service oriented model driven architecture

Indexed keywords

INFORMATION TECHNOLOGY;

SERVICE ENGINEERING; SERVICE INDUSTRY; SERVICE ORIENTED MODEL DRIVEN ARCHITECTURE; SERVICE SCIENCE;

INFORMATION SERVICES;

EID: 34948892639     PISSN: 10065911     EISSN: None     Source Type: Journal    
DOI: None     Document Type: Article

References (38)

1. SPOHRER J, MAGLIO P. Emergence of service science: Services sciences, management, engineering (SSME) as the next frontier in innovation [EB/OL]. (2005-09-08) [2006-10-10]. http://www.ibm.com/ibm/governmentalprogrames/SSME.pdf.
2. IBM. Service science, management and engineering (SSME) [EB/OL]. [2007-2-27]. http://www.research.ibm.com/SSME/.
3. LI Qi, GAI Jianhua, PENG Lifang. Strategy for the development of China's modern service industry under the neo-economics circumstances [J]. Productivity Research, 2006 (5): 164-166 (in Chinese).
4. CHESBROUGH H, SPOHRER H. A research manifesto for services science [J]. Communications of the ACM, 2006, 49 (7): 35-40.
5. RUST R T, MIU C. What academic research tells us about service [J]. Communications of the ACM, 2006, 49 (7): 49-54.
6. JO BITNER M, BROWN W S. The evolution and discovery of services science in business schools [J]. Communications of the ACM, 2006, 49 (7): 73-78.
7. MAGLIO P P, SRINIVASAN S, KREULEN J T, et al. Service systems, service scientists, SSME, and innovation [J]. Communications of the ACM, 2006, 49 (7): 81-85.
8. FELDMAN S I, NATHAN K S, LI T, et al. The clarion call for modern services: China, Japan, Europe, and the U.S. [J]. Communications of the ACM, 2006, 49 (7): 86-87.
9. HILL T. On goods and services [J]. Review of Income and Wealth, 1977, 23 (4): 314-339.
10. LYNN SHOSTACK G. How to design a service [J]. European Journal of Marketing, 1981, 16 (1): 49-63.
11. SHOSTACK L G. Designing services that deliver [J]. Har vard Business Review, 1984, 62 (1): 133-139.
12. CONGRAM C, EPELMAN M. How to describe your service [J]. International Journal of Service Industry Management, 1995, 6 (2): 6-23.
13. IBM Research. Services science: A new academic discipline [EB/OL]. [2007-2-27]. http://domino.research.ibm.com/comm/www_fs.nsf/images/fsr/ $FILE/summit_report.pdf.
14. DREO RODOSEK G. A generic model for IT services and service management [C] //Proceedings of the 8th IFIP/IEEE International Symposium on Integrated Network Management. Boston, Mass., USA: Kluwer Academic Publisher, 2003: 171-184.
15. YANG Xiaqing. 'Service science' is coming [EB/OL]. [2007-2-27]. http://www2.ccw.com.cn/05/0536/a/0536a08_3.asp (in Chinese).
16. DREO RODOSEK G, KAISER T, RODOSEK R. A CSP approach to IT service management [C] //Proceedings of the 6th IFIP/IEEE International Symposium on Integrated Network Management. Los Alamitos, Cal., USA: IEEE Computer Society Press, 1999: 945-946.
17. XU Xiaofei, WANG Zhongjie, MO Tong. The current state and development plan of research and education on SSME in Harbin institute of technology [EB/OL]. (2006-10-05) [2007-02-27]. http://www.almaden.ibm.com/asr/summit/pa-pers/harbin.pdf.
18. GUMMESSON E. Quality management in service organizations - An interpretation of the service quality phenomenon and a synthesis of international research [M]. New York, N.Y., USA: ISQA, 1993.
19. WANG Lue, CAI Shuqin, WANG Qingguo, et al. A process management model of customer service [J]. Journal of Wuhan University of Technology (Information and Management Engineering), 2005, 27 (4): 169-173 (in Chinese).
20. DI MASCIO R. Service process control: A method to compare dynamic robustness of alternative service processes [J]. Journal of Process Control, 2003, 13 (7): 645-653.
21. HAX C A, MAJLUF S N. The strategy concept and process: A pragmatic approach [M]. Uppe Saddle River, N.J., USA: Prentice Hall, 1991.
22. GRIFFIN A, R HAUSER J. The voice of the customer [J]. Marketing Science, 1993, 12 (1): 1-27.
23. GOLDSTEIN S M, JOHNSTON R, DUFFY J, et al. The service concept: The missing link in service design research [J]. Journal of Operations Management, 2002, 20 (2): 121-134.
24. BITRAN G, PEDROSA L A. Structured product development perspective on service operations [J]. European Management Journal, 1998, 16 (2): 169-189.
25. GRONROOS C. A service quality model and its marketing implications [J]. European Journal of Marketing, 1984, 18 (4): 36-44.
26. ZEITHAML V A, L BERRY L, PARASURAMAN A. Communication and control processes in the delivery of service quality [J]. Journal of Marketing, 1988, 52 (2): 35-48.
27. PARASURAMAN A, ZEITHAML V A, BERRY L L. SE-RVQUAL: A multiple-item scale for measuring consumer perceptions of service quality [J]. Journal of Retailing, 1988, 64 (1): 12-40.
28. XU Jian, LIU Junqiang, FANG Xiaochang. Research on evaluation index system of service quality about logistics enterprise [J]. Logistics Management, 2005, 29 (1): 48-51 (in Chinese).
29. WU Zhaolong, DING Xiao. Analysis and evaluation of causing factors of gaps in service quality [J]. Science and Technology Management Research, 2005, 25 (4): 101-103, 115 (in Chinese).
30. PRAEG C P, SCHNABEL U. IT-service cachet-managing IT-service performance and IT-service quality [C] //Proceedings of the 39th Hawaii International Conference on System Sciences. Los Alamitos, Cal., USA: IEEE Computer Society, 2006.
31. CLAES F, D JOHNSON M, ANDERSON E W, et al. The American customer satisfaction index: Nature, purpose and findings [J]. Journal of Marketing, 1996, 60 (4): 7-18.
32. ZHANG Wei, ZHANG Jincheng. Studies on customer perceived service design quality and its evaluation system [J]. Productivity Research, 2004 (12): 189-191 (in Chinese).
33. LI Qian, ZHONG Sheng. The customer satisfaction model for management improvement of service enterprises [J]. Business Economics and Administration, 2005, 162 (4): 66-71 (in Chinese).
34. MAYERL C, VOGEL T, ABECK S. SOA-based integration of IT service management applications [C] //Proceedings of the IEEE International Conference on Web Services. Los Alamitos, Cal., USA, IEEE Computer Society, 2005: 785-786.
35. WANG Shuying, ZHAO Huijuan, SUN Linfu. Research on resource integration framework of regional networked manufacturing ASP service platform [J]. China Mechanical Engineering, 2005, 16 (19): 1729-1732 (in Chinese).
36. DIETRICH B A. Resource planning for business services [J]. Communications of the ACM, 2006, 49 (7): 62-64.
37. BULLINGER H J, P FAHNRICH K, MEIREN T. Service engineering-methodical development of new service product [J]. International Journal of Production Economics, 2003, 85 (3): 275-287.
38. NIESSINK F, VAN VLIET H. The Vrije university IT service capability maturity model [EB/OL]. (1999-12-05) [2007-2-27]. http://www.serc.nl/people/niessink/publications/TR99.Niessink.pdf.