[AISWorld] IJSSMET 3(3) contents - special issue on Advances in service research

[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 3, Issue 3, July -September 2012

Published: Quarterly in Print and Electronically

ISSN: 1947-959X EISSN: 1947-9603

Published by IGIPublishing, Hershey-New York, USA

www.igi-global.com/ijssmet <http://www.igi-global.com/ijssmet>

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

*Guest Editorial Preface*

Special Issue on the Advances in Service Research

Peter Géczy, National Institute of Advanced Industrial Science and 
Technology (AIST), Japan

To view a copy of the preface, please click the following link.

http://www.igi-global.com/Files/Ancillary/25f3a866-467b-483d-8e4e-5e3253e8f6ce_1947-959X_3_3_Preface.pdf

*PAPER ONE*

*Interaction-Based Foundation of Services*

Peter Géczy (National Institute of Advanced Industrial Science and 
Technology (AIST), Japan), Noriaki Izumi (National Institute of Advanced 
Industrial Science and Technology (AIST), Japan), Kôiti Hasida (National 
Institute of Advanced Industrial Science and Technology (AIST), Japan), 
Koichiro Eto (National Institute of Advanced Industrial Science and 
Technology (AIST), Japan), and Akira Mori (National Institute of 
Advanced Industrial Science and Technology (AIST), Japan)

Services are central parts of developed economies. They are growing in 
numbers, varieties and complexities. Continuous expansion of service 
economic activities and their rich diversity have been posing challenges 
for researchers and academics in developing comprehensive foundations 
and conceptual frameworks. The gap between spectrum of services and 
viable elucidation methods has been increasing. The authors attempt to 
bridge the gap by presenting a suitable foundation for studying service 
economic activities. The novel foundation originates from a higher-order 
interaction-based perspective on services. This perspective enables 
encompassment of a broad range of service economic activities. It also 
allows micro and macro observations. The introduced foundation and 
framework permits study of services in a formalized and rigorous manner. 
Formal descriptions of services are beneficial for computer-based 
modeling and simulations. The description and modeling framework is 
sufficiently flexible and expandable. Expandability of the framework 
allows for inclusion of novel and emerging services. Flexibility is 
beneficial for providing a desired examination depth. The presented 
foundation and framework for elucidation of service economic activities 
is a potent instrument for advancing service studies.

To obtain a copy of the entire article, click on the link below.

http://www.igi-global.com/article/interaction-based-foundation-services/71941

To read a PDF sample of this article, click on the link below.

http://www.igi-global.com/viewtitlesample.aspx?id=71941&ptid=59499&t=Interaction-Based%20Foundation%20of%20Services

*PAPER TWO*

**

*Toward a Service (Eco)Systems Perspective on Value Creation*

Heiko Wieland (University of Hawaii, USA), Francesco Polese (University 
of Cassino, Italy), Stephen L. Vargo (University of Hawaii, USA), and 
Robert F. Lusch (University of Arizona, USA)

This article discusses how the core concepts of service-dominant 
logic---service-for-service exchange, value co-creation, value 
propositions, resource integration, and highly collaborative 
relationships---point to a generic actor conceptualization in which all 
actors engaged in exchange (e.g., firms, customers, etc.) are viewed as 
service providing, value-creating enterprises. In other words, all 
social and economic actors are essentially doing the same thing: 
creating value for themselves and others through reciprocal resource 
integration and service provision. The authors suggest that this generic 
actor-to-actor (A2A) orientation, in turn, points toward the dynamic and 
systemic nature of social and economic exchange. To account for the 
complexity, indeterminacy, and viability of these dynamic systems, they 
highlight the importance of general systems theory, complexity theory, 
and the viable systems approach and propose that cross-disciplinary 
scholarly efforts are necessary in order to develop models and 
frameworks that can simplify the complexity of social and economic 
exchange in meaningful ways and ultimately inform practice and public 
policy.

To obtain a copy of the entire article, click on the link below.

http://www.igi-global.com/article/toward-service-ecosystems-perspective-value/71942

To read a PDF sample of this article, click on the link below.

http://www.igi-global.com/viewtitlesample.aspx?id=71942&ptid=59499&t=Toward%20a%20Service%20(Eco)Systems%20Perspective%20on%20Value%20Creation 
<http://www.igi-global.com/viewtitlesample.aspx?id=71942&ptid=59499&t=Toward%20a%20Service%20%28Eco%29Systems%20Perspective%20on%20Value%20Creation>

*PAPER THREE*


Value, Variety and Viability: New Business Models for Co-Creation in 
Outcome-based Contracts

Irene Ng (University of Warwick, UK), and Gerard Briscoe (University of 
Cambridge, UK)

**

Linda Ryan (IT Sligo, Ireland)

The authors propose that designing a manufacturer's equipment-based 
service value proposition in outcome-based contracts is the design of a 
new business model capable of managing threats to the firm's viability 
that can arise from the contextual variety of use that customers may 
subject the firm's value propositions. Furthermore, manufacturers need 
to understand these emerging business models as the capability of 
managing both asset and service provision to achieve use outcomes with 
customers, including emotional outcomes such as customer experience. 
Service-Dominant logic proposes that all "goods are a distribution 
mechanism for service provision," upon which they propose a 
value-centric approach to understanding the interactions between the 
asset and service provision, and suggest a viable systems approach 
towards reorganising the firm to achieve such a business model. Three 
case studies of B2B equipment-based service systems were analysed to 
understand customers' co-creation activities in achieving outcomes, in 
which the authors found that the co-creation of complex 
multi-dimensional value could be delivered through the different value 
propositions of the firm catering to different aspects (dimensions) of 
the value to be co-created. The study provides a way for managers to 
understand the effectiveness (rather than efficiency) of firms in 
adopting emerging business models that design for value co-creation in 
what are ultimately complex socio-technical systems.

To obtain a copy of the entire article, click on the link below.

http://www.igi-global.com/article/value-variety-viability/71943

To read a PDF sample of this article, click on the link below.

http://www.igi-global.com/viewtitlesample.aspx?id=71943&ptid=59499&t=Value,%20Variety%20and%20Viability:%20New%20Business%20Models%20for%20Co-Creation%20in%20Outcome-based%20Contracts

*PAPER FOUR*


Business Cost Budgets: A Methodology to Incorporate Business Impact into 
Service Level Agreements**

Axel Kieninger (Karlsruhe Institute of Technology, Germany), Gerhard 
Satzger (Karlsruhe Institute of Technology, Germany), Detlef Straeten 
(IBM Deutschland GmbH, Germany), Björn Schmitz (Karlsruhe Institute of 
Technology, Germany), and Dian Baltadzhiev (Karlsruhe Institute of 
Technology, Germany)

In this work the authors address an IT service customer's challenge of 
selecting the cost-optimal service level agreement among different 
options offered by an external provider. They model the customer's 
optimization problem at distinctive levels of detail with regard to the 
description of service quality aspects. At each level of detail they 
explicitly consider the potential negative monetary impact of different 
service quality levels on a customer's business process -- reflected via 
the concept of "business cost." First, they analyze which information a 
customer typically bases service level agreement decisions upon today 
and elaborate on the question which additional information a rational 
customer would need to take a well-founded decision. Second, the authors 
define a set of concepts that a customer should consider when selecting 
service level agreements. Third, the authors apply these concepts to 
develop a "business cost budget method" that enables a customer to 
compare multiple service level agreements and to select the cost-optimal 
solution of its optimization problem -- assuming customer and provider 
to collaborate. Introducing this approach, they suggest that both 
parties jointly define "business cost budgets" as an additional kind of 
service indicator describing service quality's adverse business impact 
instead of only service quality.

To obtain a copy of the entire article, click on the link below.

http://www.igi-global.com/article/business-cost-budgets/71944

To read a PDF sample of this article, click on the link below.

http://www.igi-global.com/viewtitlesample.aspx?id=71944&ptid=59499&t=Business%20Cost%20Budgets:%20A%20Methodology%20to%20Incorporate%20Business%20Impact%20into%20Service%20Level%20Agreements

*PAPER FIVE*


The Impact of Contract Type on Service Provider Information Requirements

Rachel Cuthbert (Institute for Manufacturing, Cambridge University, UK), 
Duncan McFarlane (Institute for Manufacturing, Cambridge University, 
UK), and Andy Neely (Institute for Manufacturing, Cambridge University, UK)

This paper is concerned with the role of information in the 
servitization of manufacturing which has led to "the innovation of an 
organisation's capabilities and processes as equipment manufacturers 
seek to offer services around their products" (Neely, 2009; Baines et 
al., 2009). This evolution has resulted in an information requirement 
(IR) shift as companies move from discrete provision of equipment and 
spare parts to long-term service contracts guaranteeing prescribed 
performance levels. Organisations providing such services depend on a 
very high level of availability and quality of information throughout 
the service life-cycle (Menor et al., 2002). This work focuses on 
whether, for a proposed contract based around complex equipment, the 
Information System is capable of providing information at an acceptable 
quality and requires the IRs to be examined in a formal manner. The 
authors apply a service information framework (Cuthbert et al., 2008; 
McFarlane & Cuthbert, 2012) to methodically assess IRs for different 
contract types to understand the information gap between them. Results 
from case examples indicate that this gap includes information required 
for the different contract types and a set of contract-specific IRs. 
Furthermore, the control, ownership and use of information differs 
across contract types as the boundary of operation and responsibility 
changes.

To obtain a copy of the entire article, click on the link below.

http://www.igi-global.com/article/impact-contract-type-service-provider/71945

To read a PDF sample of this article, click on the link below.

http://www.igi-global.com/viewtitlesample.aspx?id=71945&ptid=59499&t=The%20Impact%20of%20Contract%20Type%20on%20Service%20Provider%20Information%20Requirements

**

*PAPER SIX*

**

*Open Service Field-Point of Service: A Method to Continuously Observe 
Tourist Behavior in Sightseeing Areas*

Yoshinobu Yamamoto (National Institute of Advanced Industrial Science 
and Technology (AIST), Japan)

For service quality improvements in sightseeing areas, it is important 
to establish an Optimum Design Loop based upon the observation data 
rather than experience and intuition. Sightseeing areas provide services 
in terms of living taste and experiences for tourists. Therefore, basic 
data must be collected in the form of surveys to monitor tourists' 
behaviors. However, a method to obtain such data quantitatively and 
continuously at a reasonable cost has not yet been established. In this 
paper, the author introduces Point of Service system for sightseeing 
areas for the given purpose. As an operative example, they report a 
field trial conducted at Kinosaki Hot Spring and demonstrate empirically 
that this method works effectively.

To obtain a copy of the entire article, click on the link below.

http://www.igi-global.com/article/open-service-field-point-service/71946

To read a PDF sample of this article, click on the link below.

http://www.igi-global.com/viewtitlesample.aspx?id=71946&ptid=59499&t=Open%20Service%20Field-Point%20of%20Service:%20A%20Method%20to%20Continuously%20Observe%20Tourist%20Behavior%20in%20Sightseeing%20Areas

**

*PAPER SEVEN*


Typology for Modular Service Design: Review of Literature

Tuure Tuunanen (University of Oulu, Finland), Anu Bask (Academy of 
Finland, Aalto University School of Business, Finland), and Hilkka 
Merisalo-Rantanen (Aalto University School of Business, Finland)

This paper presents a typology for modular service design. The authors 
review engineering, manufacturing, and service research literature and 
develop three key concepts for service modularization: service module, 
service architecture, and service experience. Thereafter these key 
concepts are further decomposed into detailed constructs. Basing on the 
reviewed literature, they develop a common typology for modular 
services. The authors argue that their typology provides a foundation 
for the development of modular service design methods. The authors also 
expect that it is important to recognize how customers perceive the 
service. They propose that service experiences can be characterized by 
value creation, role perception, personalization, and task complexity 
and by how the customers experience the particular services.

To obtain a copy of the entire article, click on the link below.

http://www.igi-global.com/article/typology-modular-service-design/71947

To read a PDF sample of this article, click on the link below.

http://www.igi-global.com/viewtitlesample.aspx?id=71947&ptid=59499&t=Typology%20for%20Modular%20Service%20Design:%20Review%20of%20Literature 
**

*****************************************************

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. 
*******************************************************

*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 www.igi-global.com/ijssmet <http://www.igi-global.com/ijssmet>.

All inquiries and submissions should be sent to:

Editor-in-Chief: Miguel-Angel Sicilia at msicilia at uah.es 
<mailto:%20msicilia at uah.es>

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