Introduction to Service Engineering / Edition 1

Hardcover (Print)
Used and New from Other Sellers
Used and New from Other Sellers
from $15.27
Usually ships in 1-2 business days
(Save 90%)
Other sellers (Hardcover)
  • All (8) from $15.27   
  • New (6) from $15.27   
  • Used (2) from $111.99   


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.

Read More Show Less

Product Details

  • ISBN-13: 9780470382417
  • Publisher: Wiley
  • Publication date: 1/12/2010
  • Edition description: New Edition
  • Edition number: 1
  • Pages: 672
  • Product dimensions: 7.70 (w) x 9.30 (h) x 1.60 (d)

Meet the Author

Gavriel Salvendy is a professor emeritus at Purdue University and the Chair Professor and head of the Department of Industrial Engineering at Tsinghua University, Beijing, China. He is a member of the National Academy of Engineering. He also has written and edited thirty books, including Handbook of Industrial Engineering and Handbook of Human Factors and Ergonomics, both published by Wiley.

Waldemar Karwowski is a professor and the Chair of the Department of Industrial Engineering and Management Systems at the University of Central Florida. He is the editor of over forty books, including Organization and Management of Advanced Manufacturing and Design of Work and Development of Personnel in Advanced Manufacturing, both published by Wiley.

Read More Show Less

Table of Contents

Preface vi

Contributor viii

I Introduction 1

1 Service Science: Toward a Smarter Planet J. Spohrer P. P. Maglio 3

2 A Unified Service Theory S. E. Sampson 31

3 Work in the Service Economy J. Blomberg 48

II Service Enterprises 71

4 Development of Hybrid Solutions-A Challenge for Organizations in a Competitive Environment K. J. Zink T. Baudach M. Kramp 73

5 Enterprise Value Creation in the Global Service Economy A. Herman 100

6 Architecture of Service Organizations M. Cases D. A. Bodner B. Mutnury 109

7 Service Enterprise Modeling Y. Yih A. Chaturvedi 135

8 Applying the Methods of Systems Engineering to Services Engineering M. R. Mott 159

III Service Design 177

9 Customer-Centered Design of Service Organizations W. Karwowski G. Salvendy T. Ahram 179

10 Design of Service-Oriented Architecture (SOA) L.-J. Zhang F. Bernardini 207

11 Design of Collaborative e-Service Systems H.S. Ko S.Y. Nof 227

12 New Service Development Process K. J. Kim T. Meiren 253

13 A Methodology for Designing Services: A Modeling Method, Design Method, CAD Tool, and Their Industrial Applications T. Sakao E. Sundin M. Lindahl Y. Shimomura 268

IV Service Operations 295

14 Service Operations and Management S. McLaughlin 297

15 A Service Perspective of Marketing, Operations, and Value Creation M. A. Akaka S. L. Vargo R. F. Lusch 316

16 Service Processes P. Lillrank 338

17 Service Call Centers: Design and Operation R. Feinberg C. Briggs 365

V Customer Service and Service Quality 379

18 Lean Service F. Voehl A. Elshennawy 379

19 Designing for Service: Creating an Experience Advantage S. Evenson H. Dubberly 403

20 Complaint Management B. Stauss W. Seidel414

21 Integrating Service Quality and Human Factors C. Drury 433

VI Web Services 445

22 Designing Web-Based Services N. Partarakis C. Doulgeraki M. Antona C. Stephanidis 447

23 Web Service Technology C. Pautasso 488

24 The Development of Web-Based Services N. Partarakis C. Doulgeraki M. Antona C. Stephanidis 502

25 Global e-Organization N. Dholakia R. R. Dholakia 533

VII Innovation in Service Systems 545

26 The Evolution of Service Engineering-Toward the Implementation of Designing Integrative Solutions H. Luczak G. Gudergan 547

27 Managing Service Innovation J. Tidd F. Hull 576

28 Streamlining the Delivery of Complex SOA Solutions with Global Resources K. Ratakonda Y.-M. Chee D. Oppenheim F. Bernardini 602

29 Technology Transfer Streams in Service Industry W. M. Grudzewski I. K. Hejduk 621

Index 645

Read More Show Less

Customer Reviews

Be the first to write a review
( 0 )
Rating Distribution

5 Star


4 Star


3 Star


2 Star


1 Star


Your Rating:

Your Name: Create a Pen Name or

Barnes & Review Rules

Our reader reviews allow you to share your comments on titles you liked, or didn't, with others. By submitting an online review, you are representing to Barnes & that all information contained in your review is original and accurate in all respects, and that the submission of such content by you and the posting of such content by Barnes & does not and will not violate the rights of any third party. Please follow the rules below to help ensure that your review can be posted.

Reviews by Our Customers Under the Age of 13

We highly value and respect everyone's opinion concerning the titles we offer. However, we cannot allow persons under the age of 13 to have accounts at or to post customer reviews. Please see our Terms of Use for more details.

What to exclude from your review:

Please do not write about reviews, commentary, or information posted on the product page. If you see any errors in the information on the product page, please send us an email.

Reviews should not contain any of the following:

  • - HTML tags, profanity, obscenities, vulgarities, or comments that defame anyone
  • - Time-sensitive information such as tour dates, signings, lectures, etc.
  • - Single-word reviews. Other people will read your review to discover why you liked or didn't like the title. Be descriptive.
  • - Comments focusing on the author or that may ruin the ending for others
  • - Phone numbers, addresses, URLs
  • - Pricing and availability information or alternative ordering information
  • - Advertisements or commercial solicitation


  • - By submitting a review, you grant to Barnes & and its sublicensees the royalty-free, perpetual, irrevocable right and license to use the review in accordance with the Barnes & Terms of Use.
  • - Barnes & reserves the right not to post any review -- particularly those that do not follow the terms and conditions of these Rules. Barnes & also reserves the right to remove any review at any time without notice.
  • - See Terms of Use for other conditions and disclaimers.
Search for Products You'd Like to Recommend

Recommend other products that relate to your review. Just search for them below and share!

Create a Pen Name

Your Pen Name is your unique identity on It will appear on the reviews you write and other website activities. Your Pen Name cannot be edited, changed or deleted once submitted.

Your Pen Name can be any combination of alphanumeric characters (plus - and _), and must be at least two characters long.

Continue Anonymously

    If you find inappropriate content, please report it to Barnes & Noble
    Why is this product inappropriate?
    Comments (optional)