[AISWorld] IJSSMET 1(3) TOC: International Journal of Service Science, Management, Engineering, and Technology

[Miguel-Angel Sicilia]

The contents of the latest issue of:
International Journal of Service Science, Management, Engineering, and
Technology (IJSSMET)
Official Publication of the Information Resources Management Association
Volume 1, Issue 3, July-September 2010
Published: Quarterly in Print and Electronically
ISSN: 1947-959X EISSN: 1947-9603
Published by IGI Publishing, Hershey-New York, USA
www.igi-global.com/ijssmet

Editor-in-Chief: Miguel-Angel Sicilia, University of Alcalá, Spain

PAPER ONE

Pricing Integrated Customer Solutions: A Process-Oriented Perspective on
Value
Appropriation

Sebastian Bonnemeier, Technische Universität München, Germany
Ferdinand Burianek, Technische Universität München, Germany
Ralf Reichwald, HHL - Leipzig Graduate School of Management, Germany

Integrating products and services to customized solutions can help firms
differentiate from their competitors. In practice, however, various
companies fall short in extracting value from their customers. Therefore,
this paper focuses on pricing aspects as central means for value
appropriation in the context of solutions. Following the resource-based view
of the firm, the authors adopt a process-oriented perspective on pricing
practices in order to identify crucial factors and activities. Based on 15
in-depth interviews with practitioners from various industries, this paper
derives six steps of a price management process for value appropriation in
the context of solution selling and presents critical activities and
routines within each step.

To obtain a copy of the entire article, click on the link below.
http://www.igi-global.com/Bookstore/Article.aspx?TitleId=45927

PAPER TWO

An Ideation Framework for Service Process Improvement

Maya Kaner, Ort Braude College, Israel
Reuven Karni, Shenkar College of Engineering and Design, Israel

Service delivery processes play a key role in the competitiveness of modern
organizations. Their effectiveness and efficiency are a consequence of
successful design of new processes and improvement of existing processes.
Improvement methodologies commonly focus on generic steps serving as a road
map for moving a process from its current state along a guided path to
better performance. However, these methodologies ignore the crucial step of
methods for modifying processes, which often necessitate the generation of
new improvement alternatives; generally based on “randomized” brainstorming
rather than on systematic triggering of new ideas and reusing past
improvements. The authors’ framework comprises and integrates 21 goal
determinants to be achieved through process redesign, 32 best practices
describing possible process modifications, 40 TRIZ inventive principles for
generating new improvement ideas, and case-based reasoning (CBR) for
retaining and reusing past improvements. This paper illustrates the
application of the proposed methodology using an example of an inbound
telesales process.

To obtain a copy of the entire article, click on the link below.
http://www.igi-global.com/Bookstore/Article.aspx?TitleId=45928

PAPER THREE

Preliminary Discussions on Several Characteristics of Service Value

Chao Ma, Harbin Institute of Technology, China
Zhongjie Wang, Harbin Institute of Technology, China
Xiaofei Xu, Harbin Institute of Technology, China

Service is defined as a provider-to-client co-production that creates and
captures value while sharing risks. Value plays a central position in the
lifecycle of services, for example, new values are defined in service mode,
designing service models to support the proposed values, and developing
service systems to deliver values to customers and providers. It is also
necessary to make clear what kinds of characteristics service value has. In
this paper, the authors make a classification on service values and discuss
characteristics of service value, that is, transitivity, decomposability,
partition, transformation, and dependency. The authors illuminate these
characteristics by presenting several practical examples, as well as
introducing value-aware service engineering and methodology (VASEM). Results
of this paper will provide references to value-oriented service innovation,
service design and service system development in SSME domain.

To obtain a copy of the entire article, click on the link below.
http://www.igi-global.com/Bookstore/Article.aspx?TitleId=45929

PAPER FOUR

An Integrated Methodology for the Evaluation of Electronic Port Services

Nikolaos Marianos, University of the Aegean, Greece
Maria A. Lambrou, University of the Aegean, Greece

This article introduces a formal evaluation methodology for IT investments
specifically designed to cope with the needs of port industry. Port industry
is a service-oriented industry and, as such, is characterised by the
intangible nature of benefits. The goal of this paper is to develop a
methodology for the evaluation of container terminal related electronic
services that incorporates both strategic and analytic evaluation techniques
for performing both ex-ante and ex-post evaluation. Port industry is an
interesting case because, although it is characterised by intense
competition and ports have to concentrate in satisfying the customers’ needs
by proving value added services with the use of advanced information and
communication technologies (ICT), it is also characterised by a lag in
adopting new technologies and techniques compared to other industries. In
this paper, the authors present an analysis of the industry’s specific needs
and proposes a dynamic evaluation methodology specifically designed to
satisfy them.

To obtain a copy of the entire article, click on the link below.
http://www.igi-global.com/Bookstore/Article.aspx?TitleId=45930

PAPER FIVE

Using System Dynamics to Analyze Customer Experience Design

Yen-Hao Hsieh, National Chengchi University, Taiwan
Soe-Tsyr Yuan, National Chengchi University, Taiwan

Today, customer experience design is an emerging research direction in the
experience economy where good customer experiences can lead service
providers to achieve their business goals. Customer expectation, another key
point for designing service experiences, affects how customers really feel
during service experience delivery, while service operation is another
important factor must be taken into account. System dynamics, as an analytic
tool, can provide designers with a different way of thinking by integrating
these factors for customer experience design. Accordingly, this study not
only models the process of customer experience design by using causal loop
diagrams and stock and flow diagrams, but also analyzes how the feedback and
time delay factors influence customer experience design based on the
simulation results of system dynamics. According to the macro viewpoint of
system dynamics, this paper analyzes these important factors within customer
experience design.

To obtain a copy of the entire article, click on the link below.
http://www.igi-global.com/Bookstore/Article.aspx?TitleId=45931

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For full copies of the above articles, check for this issue of the
International Journal of Service Science, Management, Engineering, and
Technology (IJSSMET) in your institution's library. This journal is also
included in the IGI Global aggregated "InfoSci-Journals" database:
http://www.igi-global.com/EResources/InfoSciJournals.aspx.
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CALL FOR PAPERS

Mission of IJSSMET:

The primary objective of International Journal of Service Science,
Management, Engineering, and Technology (IJSSMET) is that of advancing the
service sciences in their theoretical and practical aspects, serving as a
vehicle for the development of service science, management and engineering
(SSME) as a broad, multi-disciplinary research area including many
disciplines as computer science, software engineering, operations research,
management sciences, marketing, and psychology, among others. IJSSMET
publishes original research papers, research notes, reviews, and cases on
all aspects of service science, service management, service engineering and
its supporting technology, along with papers related to service science
education and professional aspects related to services. Both theoretical and
practical papers are welcomed.

Coverage of IJSSMET:

Topics of interest to the journal include, but are not limited to, the
following areas:
•	Applying service design principles
•	Computational techniques applied to service science
•	Computational techniques for service operations
•	Economic aspects of the service sector
•	Human capital management and labor markets in services
•	Intelligent systems and data mining in the service industry
•	Managing service delivery and operations
•	Models of service systems, services as complex systems
•	Policy, privacy, security, and legal issues regarding services
•	Professional issues related to services
•	Security and trust in services
•	Service business models
•	Service cases in application domains
•	Service design and modeling
•	Service innovation
•	Service marketing
•	Service oriented architecture and technologies
•	Service performance measurement and analysis
•	Service pricing
•	Service project and process management
•	Service quality measurement, benchmarking, and management
•	Service risk management
•	Service science education issues
•	Service supply and value chain management
•	Simulation in service science
•	Strategic management of services
•	Theoretical and conceptual foundations of service science

Interested authors should consult the journal's manuscript submission
guidelines at www.igi-global.com/ijssmet.

All inquiries and submissions should be sent to:
Editor-in-Chief: Miguel-Angel Sicilia at msicilia at uah.es