Abstract: This paper addresses the issue of pricing a two-dimensional capacity with the objective of maximizing revenues subject to weight and volume capacity constraints. We formulate and solve the pricing problem by first ignoring the weight and volume
capacity constraints. An algorithm to compute the optimal solution is obtained. Next, the weight and volume capacity constraints are considered. A closed-form solution is derived for the capacity constrained problem with two cargo types.
Abstract: Modern Electrical Substation automation systems are based on off-the-shelf products, software or technologies, which are rapidly evolving. Utilities demand long term commitment from suppliers and expect long life cycles and stable operation for their automation investments. These two trends are in direct opposition, and it is a complex task for system integrators and equipment manufacturers to comply with these customer needs, given the constraints of their suppliers in the IT industry.
Abstract: Existing research about price bundling reveals contradictory predictions about the framing effects of price discounts on consumer evaluations of a bundle. This article identifies controversies about the design of bundling forms, selection of the discounted product, price discount distribution, and partitioned pricing. In this article, we discuss the boundary conditions which may harmonize these controversies and then advance further research propositions.
Abstract: We will discuss three challenges when incorporating technology into people-oriented service systems and an architectural framework for addressing them, illustrated by two successful examples.
Briefly, the challenges are:
Key organizational elements such as social structures are invisible;
A communications gap often exists between the business people who define the goals and are the users of the systems, and the technologists who build the systems;
Organizations are constantly changing.
Abstract: We have developed a model for operations planning and workforce management in which the client is considered a “co-producer” of the service. Our mathematical model is formulated to assist decision makers in determining the optimal output levels, workforce size, and the amount of client involvement in the service process. Our analysis examines the tradeoffs among the assignments of workers to different service-creation processes and the timing and amount of client involvement.
Abstract: Co-promotions have become a favorite device as marketers manipulate tight promotional budgets. However, the impact of co-promotion on the supply chain, specifically, capacity and cost implications have received relatively less attention. Extending Fisher’s product/supply chain framework (Fisher, 1997); we propose a model and use simulation methodology to test our hypotheses. This research should be significant for marketing and operations professionals in the service sectors.
Abstract: Co-promotions have become a favorite device as marketers manipulate tight promotional budgets. However, the impact of co-promotion on the supply chain, specifically, capacity and cost implications have received relatively less attention. Extending Fisher’s product/supply chain framework (Fisher, 1997); we propose a model and use simulation methodology to test our hypotheses. This research should be significant for marketing and operations professionals in the service sectors.
Abstract: In this talk, we provide an exemplar application of social network analysis techniques from Complexity Science to study the effect of co-location on collaborative knowledge work. Complexity Science is especially appropriate for services, and is not really used in fields whose traditionalists have often marginalized services research. We believe that there then is an opportunity to co-opt Complexity Science as one of the toolkits that distinguishes the developing disciple of Services Science.
Abstract: Modern Electrical Substation automation systems are based on off-the-shelf products, software or technologies, which are rapidly evolving. Utilities demand long term commitment from suppliers and expect long life cycles and stable operation for their automation investments. These two trends are in direct opposition, and it is a complex task for system integrators and equipment manufacturers to comply with these customer needs, given the constraints of their suppliers in the IT industry.
Abstract: This theoretical paper discusses re-appropriating social dilemmas research to inform service science research. Service science researchers wishing to encourage collaborative, inter-individual exchanges may want individuals to behave such that individuals are not motivated solely by their own economic self-interests, but ultimately pursue actions that benefit the overarching good of multiple groups.
Abstract: Traditional scorecard methods of measuring and monitoring performance have largely focused on manufacturing firms. They fall short service areas where the human interaction drives performance delivery. The Service Scorecard offers a framework for service businesses by emphasizing the intellectual and behavioral involvement of employees. Adaptations of Service Scorecards in various business contexts will be presented.
Abstract: The concept of trust has been shown to be of high importance for customer relationship management in services. While service providers increasingly provide their services globally, little is known about cross-cultural differences in the way customers develop trust in their service providers. Therefore a conceptual research framework to investigate these differences is developed and first results can be presented at the DSI Miniconference 2007.
Abstract: The concept of trust has been shown to be of high importance for customer relationship management in services. While service providers increasingly provide their services globally, little is known about cross-cultural differences in the way customers develop trust in their service providers. Therefore a conceptual research framework to investigate these differences is developed and first results can be presented at the DSI Miniconference 2007.
Abstract: In an industry such as mobile phone with its high technical and commercial interdependency between the handset manufacturers and network providers, spillover effect of quality, perceived value, satisfaction may affect these companies. Results from a survey conducted among university students in China show that spillover effect does present, but not as symmetrical as expected. Our study also reveals that emotional satisfaction is more important than cognitive satisfaction among the young users.
Abstract: In an industry such as mobile phone with its high technical and commercial interdependency between the handset manufacturers and network providers, spillover effect of quality, perceived value, satisfaction may affect these companies. Results from a survey conducted among university students in China show that spillover effect does present, but not as symmetrical as expected. Our study also reveals that emotional satisfaction is more important than cognitive satisfaction among the young users.
Abstract: We adopt a multidisciplinary modeling approach in this study to investigate the problems resulting from the frequent and heavy use of emails within service organizations. Using various time-based scheduling approaches, we study changes in frequency of processing emails that may bring about a change in the manner in which emails are processed within organizations. Please see the attached pdf for a detailed abstract
Abstract: We adopt a multidisciplinary modeling approach in this study to investigate the problems resulting from the frequent and heavy use of emails within service organizations. Using various time-based scheduling approaches, we study changes in frequency of processing emails that may bring about a change in the manner in which emails are processed within organizations. Please see the attached pdf for a detailed abstract
Abstract: Processing emails is a major part of the work being performed by today's knowledge worker in a service economy. We present a heuristic model to prioritize and schedule email processing for a
knowledge worker. We adapt a multi-item capacitated production planning model to present an analytical model of email prioritization and scheduling. We address the
problem of how often we should check emails and how much email of each priority we should process in each period.
Abstract: In an industry such as mobile phone with its high technical and commercial interdependency between the handset manufacturers and network providers, spillover effect of quality, perceived value, satisfaction may affect these companies. Results from a survey conducted among university students in China show that spillover effect does present, but not as symmetrical as expected. Our study also reveals that emotional satisfaction is more important than cognitive satisfaction among the young users.
Abstract: This paper describes the process for developing one of the first undergraduate engineering curricula to address the growing needs. Service Systems Engineering (SSE) curriculum fills the gap in engineering education that is not currently being met by a single engineering discipline. Moreover, it is an interdisciplinary collaboration of engineering, business, and sciences to provide an integrative approach to education and meet the needs of the various service industries.
Abstract: Manufacturing firms in developed economies are increasingly reported to be servitizing - created integrated product-service systems that deliver value in use. This paper will use company accounts to explore the financial make-up of manufacturing firms internationally, asking the question - to what extent is the servitization of a real phenomenon.
Abstract: We will discuss three challenges when incorporating technology into people-oriented service systems and an architectural framework for addressing them, illustrated by two successful examples.
Briefly, the challenges are:
Key organizational elements such as social structures are invisible;
A communications gap often exists between the business people who define the goals and are the users of the systems, and the technologists who build the systems;
Organizations are constantly changing.
Abstract: Taking an interdisciplinary perspective, I investigate how information system factors influence perceived service quality of online auction marketplace. Empirical findings show that information and system factors explain a significant part of variance in customer perceptions of the service quality delivered by an online auction marketplace.
Abstract: We will discuss three challenges when incorporating technology into people-oriented service systems and an architectural framework for addressing them, illustrated by two successful examples.
Briefly, the challenges are:
Key organizational elements such as social structures are invisible;
A communications gap often exists between the business people who define the goals and are the users of the systems, and the technologists who build the systems;
Organizations are constantly changing.
Abstract: This theoretical paper discusses re-appropriating social dilemmas research to inform service science research. Service science researchers wishing to encourage collaborative, inter-individual exchanges may want individuals to behave such that individuals are not motivated solely by their own economic self-interests, but ultimately pursue actions that benefit the overarching good of multiple groups.
Abstract: Manufacturing firms in developed economies are increasingly reported to be servitizing - created integrated product-service systems that deliver value in use. This paper will use company accounts to explore the financial make-up of manufacturing firms internationally, asking the question - to what extent is the servitization of a real phenomenon.
Abstract: We adopt a multidisciplinary modeling approach in this study to investigate the problems resulting from the frequent and heavy use of emails within service organizations. Using various time-based scheduling approaches, we study changes in frequency of processing emails that may bring about a change in the manner in which emails are processed within organizations. Please see the attached pdf for a detailed abstract
Abstract: This theoretical paper discusses re-appropriating social dilemmas research to inform service science research. Service science researchers wishing to encourage collaborative, inter-individual exchanges may want individuals to behave such that individuals are not motivated solely by their own economic self-interests, but ultimately pursue actions that benefit the overarching good of multiple groups.
Abstract: Modern Electrical Substation automation systems are based on off-the-shelf products, software or technologies, which are rapidly evolving. Utilities demand long term commitment from suppliers and expect long life cycles and stable operation for their automation investments. These two trends are in direct opposition, and it is a complex task for system integrators and equipment manufacturers to comply with these customer needs, given the constraints of their suppliers in the IT industry.
Abstract: Modern Electrical Substation automation systems are based on off-the-shelf products, software or technologies, which are rapidly evolving. Utilities demand long term commitment from suppliers and expect long life cycles and stable operation for their automation investments. These two trends are in direct opposition, and it is a complex task for system integrators and equipment manufacturers to comply with these customer needs, given the constraints of their suppliers in the IT industry.
Abstract: Traditional scorecard methods of measuring and monitoring performance have largely focused on manufacturing firms. They fall short service areas where the human interaction drives performance delivery. The Service Scorecard offers a framework for service businesses by emphasizing the intellectual and behavioral involvement of employees. Adaptations of Service Scorecards in various business contexts will be presented.
Abstract: Manufacturing firms in developed economies are increasingly reported to be servitizing - created integrated product-service systems that deliver value in use. This paper will use company accounts to explore the financial make-up of manufacturing firms internationally, asking the question - to what extent is the servitization of a real phenomenon.
Abstract: Traditional scorecard methods of measuring and monitoring performance have largely focused on manufacturing firms. They fall short service areas where the human interaction drives performance delivery. The Service Scorecard offers a framework for service businesses by emphasizing the intellectual and behavioral involvement of employees. Adaptations of Service Scorecards in various business contexts will be presented.
Abstract: Processing emails is a major part of the work being performed by today's knowledge worker in a service economy. We present a heuristic model to prioritize and schedule email processing for a
knowledge worker. We adapt a multi-item capacitated production planning model to present an analytical model of email prioritization and scheduling. We address the
problem of how often we should check emails and how much email of each priority we should process in each period.
Abstract: This paper describes the process for developing one of the first undergraduate engineering curricula to address the growing needs. Service Systems Engineering (SSE) curriculum fills the gap in engineering education that is not currently being met by a single engineering discipline. Moreover, it is an interdisciplinary collaboration of engineering, business, and sciences to provide an integrative approach to education and meet the needs of the various service industries.
Abstract: Taking an interdisciplinary perspective, I investigate how information system factors influence perceived service quality of online auction marketplace. Empirical findings show that information and system factors explain a significant part of variance in customer perceptions of the service quality delivered by an online auction marketplace.
Abstract: We adopt a multidisciplinary modeling approach in this study to investigate the problems resulting from the frequent and heavy use of emails within service organizations. Using various time-based scheduling approaches, we study changes in frequency of processing emails that may bring about a change in the manner in which emails are processed within organizations. Please see the attached pdf for a detailed abstract
Abstract: This paper reviews major service paradigms and their criticisms. Paradigms coming from a services marketing perspective are compared with those coming from a service operations perspective. A “customer-supplier” paradigm is presented and supported by empirical data. Implications and benefits of the customer-supplier paradigm are discussed and empirically validated. The customer-supplier services paradigm is shown to provide a solid foundation on which to build a services science.
Abstract: This theoretical paper discusses re-appropriating social dilemmas research to inform service science research. Service science researchers wishing to encourage collaborative, inter-individual exchanges may want individuals to behave such that individuals are not motivated solely by their own economic self-interests, but ultimately pursue actions that benefit the overarching good of multiple groups.
Abstract: In an industry such as mobile phone with its high technical and commercial interdependency between the handset manufacturers and network providers, spillover effect of quality, perceived value, satisfaction may affect these companies. Results from a survey conducted among university students in China show that spillover effect does present, but not as symmetrical as expected. Our study also reveals that emotional satisfaction is more important than cognitive satisfaction among the young users.
Abstract: Existing research about price bundling reveals contradictory predictions about the framing effects of price discounts on consumer evaluations of a bundle. This article identifies controversies about the design of bundling forms, selection of the discounted product, price discount distribution, and partitioned pricing. In this article, we discuss the boundary conditions which may harmonize these controversies and then advance further research propositions.
Abstract: This paper addresses the issue of pricing a two-dimensional capacity with the objective of maximizing revenues subject to weight and volume capacity constraints. We formulate and solve the pricing problem by first ignoring the weight and volume
capacity constraints. An algorithm to compute the optimal solution is obtained. Next, the weight and volume capacity constraints are considered. A closed-form solution is derived for the capacity constrained problem with two cargo types.
Abstract: This paper investigated the relationships between supply chain uncertainty, supply chain relationships and firm’s performance in product and service industries. The results show that in both industries, supply uncertainty is a more significant determinant of performance than demand uncertainty. In product industry, uncertainty can be reduced by being more closely aligned with both suppliers and customers, while in service industry this does not appear to be the case.
Abstract: Clinical trials in the drug development process are increasingly being conducted as a professional service by contract research organizations for sponsors seeking to commercialize their discoveries. Clinical trial management is examined as an evolving capability of these professional service providers. A conceptual framework and hypotheses focus on project management capability as a source of competitive advantage in this context.
Abstract: Manufacturing firms in developed economies are increasingly reported to be servitizing - created integrated product-service systems that deliver value in use. This paper will use company accounts to explore the financial make-up of manufacturing firms internationally, asking the question - to what extent is the servitization of a real phenomenon.
Abstract: Processing emails is a major part of the work being performed by today's knowledge worker in a service economy. We present a heuristic model to prioritize and schedule email processing for a
knowledge worker. We adapt a multi-item capacitated production planning model to present an analytical model of email prioritization and scheduling. We address the
problem of how often we should check emails and how much email of each priority we should process in each period.
Abstract: We have developed a model for operations planning and workforce management in which the client is considered a “co-producer” of the service. Our mathematical model is formulated to assist decision makers in determining the optimal output levels, workforce size, and the amount of client involvement in the service process. Our analysis examines the tradeoffs among the assignments of workers to different service-creation processes and the timing and amount of client involvement.
Abstract: We have developed a model for operations planning and workforce management in which the client is considered a “co-producer” of the service. Our mathematical model is formulated to assist decision makers in determining the optimal output levels, workforce size, and the amount of client involvement in the service process. Our analysis examines the tradeoffs among the assignments of workers to different service-creation processes and the timing and amount of client involvement.
Abstract: Clinical trials in the drug development process are increasingly being conducted as a professional service by contract research organizations for sponsors seeking to commercialize their discoveries. Clinical trial management is examined as an evolving capability of these professional service providers. A conceptual framework and hypotheses focus on project management capability as a source of competitive advantage in this context.
Abstract: Clinical trials in the drug development process are increasingly being conducted as a professional service by contract research organizations for sponsors seeking to commercialize their discoveries. Clinical trial management is examined as an evolving capability of these professional service providers. A conceptual framework and hypotheses focus on project management capability as a source of competitive advantage in this context.
Abstract: We have developed a model for operations planning and workforce management in which the client is considered a “co-producer” of the service. Our mathematical model is formulated to assist decision makers in determining the optimal output levels, workforce size, and the amount of client involvement in the service process. Our analysis examines the tradeoffs among the assignments of workers to different service-creation processes and the timing and amount of client involvement.
Abstract: Business executives charge that SOA applications lack clear connections to business objectives or detailed understanding of business processes. This paper uses QFD to evaluate and improve SOA applications in the retail industry. Contributions of the work include the ability to translate the voice of the customer into realistic service requirements, and the development of metrics to evaluate the business value of the services both to the customer and the service provider.
Abstract: Technological breakthroughs have generated new forms of services, such as self-services or remote services. In this paper, we discuss how these new types of technology-based services are qualitatively different from traditional service provision, how they fit into existing service typologies and provide an extension of existing frameworks to capture their unique characteristics. Based on this, we outline managerial implications and open research questions.
Abstract: Remote services have been predicted to become the fastest growing service sector in 2010. In contrast to other technology-mediated services, i.e. the well-researched self-services, remote services are complex, interactive and more technology demanding. This research extends current theory and proposes a new Theory of Planned Interactive Behavior in order to explain the use of services in interactive technology-mediated scenarios.
Abstract: Business executives charge that SOA applications lack clear connections to business objectives or detailed understanding of business processes. This paper uses QFD to evaluate and improve SOA applications in the retail industry. Contributions of the work include the ability to translate the voice of the customer into realistic service requirements, and the development of metrics to evaluate the business value of the services both to the customer and the service provider.
Abstract: This paper addresses the issue of pricing a two-dimensional capacity with the objective of maximizing revenues subject to weight and volume capacity constraints. We formulate and solve the pricing problem by first ignoring the weight and volume
capacity constraints. An algorithm to compute the optimal solution is obtained. Next, the weight and volume capacity constraints are considered. A closed-form solution is derived for the capacity constrained problem with two cargo types.
Abstract: This paper reviews major service paradigms and their criticisms. Paradigms coming from a services marketing perspective are compared with those coming from a service operations perspective. A “customer-supplier” paradigm is presented and supported by empirical data. Implications and benefits of the customer-supplier paradigm are discussed and empirically validated. The customer-supplier services paradigm is shown to provide a solid foundation on which to build a services science.
Abstract: Traditional scorecard methods of measuring and monitoring performance have largely focused on manufacturing firms. They fall short service areas where the human interaction drives performance delivery. The Service Scorecard offers a framework for service businesses by emphasizing the intellectual and behavioral involvement of employees. Adaptations of Service Scorecards in various business contexts will be presented.
Abstract: Technological breakthroughs have generated new forms of services, such as self-services or remote services. In this paper, we discuss how these new types of technology-based services are qualitatively different from traditional service provision, how they fit into existing service typologies and provide an extension of existing frameworks to capture their unique characteristics. Based on this, we outline managerial implications and open research questions.
Abstract: Manufacturing firms in developed economies are increasingly reported to be servitizing - created integrated product-service systems that deliver value in use. This paper will use company accounts to explore the financial make-up of manufacturing firms internationally, asking the question - to what extent is the servitization of a real phenomenon.
Abstract: Remote services have been predicted to become the fastest growing service sector in 2010. In contrast to other technology-mediated services, i.e. the well-researched self-services, remote services are complex, interactive and more technology demanding. This research extends current theory and proposes a new Theory of Planned Interactive Behavior in order to explain the use of services in interactive technology-mediated scenarios.
Abstract: We have developed a model for operations planning and workforce management in which the client is considered a “co-producer” of the service. Our mathematical model is formulated to assist decision makers in determining the optimal output levels, workforce size, and the amount of client involvement in the service process. Our analysis examines the tradeoffs among the assignments of workers to different service-creation processes and the timing and amount of client involvement.
Abstract: Traditional scorecard methods of measuring and monitoring performance have largely focused on manufacturing firms. They fall short service areas where the human interaction drives performance delivery. The Service Scorecard offers a framework for service businesses by emphasizing the intellectual and behavioral involvement of employees. Adaptations of Service Scorecards in various business contexts will be presented.
Abstract: Taking an interdisciplinary perspective, I investigate how information system factors influence perceived service quality of online auction marketplace. Empirical findings show that information and system factors explain a significant part of variance in customer perceptions of the service quality delivered by an online auction marketplace.
Abstract: There are two distinct logics that could provide the foundation for the development of service(s) science: goods-dominant logic and service-dominant logic. We propose that a service science built on the latter is more likely to be more insightful and robust than is a service science based on the traditional goods logic. We then point toward additional foundational shifts that are indicated by the adoption of this service logic.
Abstract: In this talk, we provide an exemplar application of social network analysis techniques from Complexity Science to study the effect of co-location on collaborative knowledge work. Complexity Science is especially appropriate for services, and is not really used in fields whose traditionalists have often marginalized services research. We believe that there then is an opportunity to co-opt Complexity Science as one of the toolkits that distinguishes the developing disciple of Services Science.
Abstract: This paper describes the process for developing one of the first undergraduate engineering curricula to address the growing needs. Service Systems Engineering (SSE) curriculum fills the gap in engineering education that is not currently being met by a single engineering discipline. Moreover, it is an interdisciplinary collaboration of engineering, business, and sciences to provide an integrative approach to education and meet the needs of the various service industries.
Abstract: We will discuss three challenges when incorporating technology into people-oriented service systems and an architectural framework for addressing them, illustrated by two successful examples.
Briefly, the challenges are:
Key organizational elements such as social structures are invisible;
A communications gap often exists between the business people who define the goals and are the users of the systems, and the technologists who build the systems;
Organizations are constantly changing.
Abstract: There are two distinct logics that could provide the foundation for the development of service(s) science: goods-dominant logic and service-dominant logic. We propose that a service science built on the latter is more likely to be more insightful and robust than is a service science based on the traditional goods logic. We then point toward additional foundational shifts that are indicated by the adoption of this service logic.
Abstract: Business executives charge that SOA applications lack clear connections to business objectives or detailed understanding of business processes. This paper uses QFD to evaluate and improve SOA applications in the retail industry. Contributions of the work include the ability to translate the voice of the customer into realistic service requirements, and the development of metrics to evaluate the business value of the services both to the customer and the service provider.
Abstract: This paper reviews major service paradigms and their criticisms. Paradigms coming from a services marketing perspective are compared with those coming from a service operations perspective. A “customer-supplier” paradigm is presented and supported by empirical data. Implications and benefits of the customer-supplier paradigm are discussed and empirically validated. The customer-supplier services paradigm is shown to provide a solid foundation on which to build a services science.
Abstract: The concept of trust has been shown to be of high importance for customer relationship management in services. While service providers increasingly provide their services globally, little is known about cross-cultural differences in the way customers develop trust in their service providers. Therefore a conceptual research framework to investigate these differences is developed and first results can be presented at the DSI Miniconference 2007.
Abstract: Manufacturing firms in developed economies are increasingly reported to be servitizing - created integrated product-service systems that deliver value in use. This paper will use company accounts to explore the financial make-up of manufacturing firms internationally, asking the question - to what extent is the servitization of a real phenomenon.
Abstract: There are two distinct logics that could provide the foundation for the development of service(s) science: goods-dominant logic and service-dominant logic. We propose that a service science built on the latter is more likely to be more insightful and robust than is a service science based on the traditional goods logic. We then point toward additional foundational shifts that are indicated by the adoption of this service logic.
Abstract: Co-promotions have become a favorite device as marketers manipulate tight promotional budgets. However, the impact of co-promotion on the supply chain, specifically, capacity and cost implications have received relatively less attention. Extending Fisher’s product/supply chain framework (Fisher, 1997); we propose a model and use simulation methodology to test our hypotheses. This research should be significant for marketing and operations professionals in the service sectors.
Abstract: We adopt a multidisciplinary modeling approach in this study to investigate the problems resulting from the frequent and heavy use of emails within service organizations. Using various time-based scheduling approaches, we study changes in frequency of processing emails that may bring about a change in the manner in which emails are processed within organizations. Please see the attached pdf for a detailed abstract
Abstract: In an industry such as mobile phone with its high technical and commercial interdependency between the handset manufacturers and network providers, spillover effect of quality, perceived value, satisfaction may affect these companies. Results from a survey conducted among university students in China show that spillover effect does present, but not as symmetrical as expected. Our study also reveals that emotional satisfaction is more important than cognitive satisfaction among the young users.
Abstract: Modern Electrical Substation automation systems are based on off-the-shelf products, software or technologies, which are rapidly evolving. Utilities demand long term commitment from suppliers and expect long life cycles and stable operation for their automation investments. These two trends are in direct opposition, and it is a complex task for system integrators and equipment manufacturers to comply with these customer needs, given the constraints of their suppliers in the IT industry.
Abstract: Co-promotions have become a favorite device as marketers manipulate tight promotional budgets. However, the impact of co-promotion on the supply chain, specifically, capacity and cost implications have received relatively less attention. Extending Fisher’s product/supply chain framework (Fisher, 1997); we propose a model and use simulation methodology to test our hypotheses. This research should be significant for marketing and operations professionals in the service sectors.
Abstract: This paper investigated the relationships between supply chain uncertainty, supply chain relationships and firm’s performance in product and service industries. The results show that in both industries, supply uncertainty is a more significant determinant of performance than demand uncertainty. In product industry, uncertainty can be reduced by being more closely aligned with both suppliers and customers, while in service industry this does not appear to be the case.
Abstract: This paper investigated the relationships between supply chain uncertainty, supply chain relationships and firm’s performance in product and service industries. The results show that in both industries, supply uncertainty is a more significant determinant of performance than demand uncertainty. In product industry, uncertainty can be reduced by being more closely aligned with both suppliers and customers, while in service industry this does not appear to be the case.
Abstract: We will discuss three challenges when incorporating technology into people-oriented service systems and an architectural framework for addressing them, illustrated by two successful examples.
Briefly, the challenges are:
Key organizational elements such as social structures are invisible;
A communications gap often exists between the business people who define the goals and are the users of the systems, and the technologists who build the systems;
Organizations are constantly changing.
Abstract: Taking an interdisciplinary perspective, I investigate how information system factors influence perceived service quality of online auction marketplace. Empirical findings show that information and system factors explain a significant part of variance in customer perceptions of the service quality delivered by an online auction marketplace.
Abstract: Remote services have been predicted to become the fastest growing service sector in 2010. In contrast to other technology-mediated services, i.e. the well-researched self-services, remote services are complex, interactive and more technology demanding. This research extends current theory and proposes a new Theory of Planned Interactive Behavior in order to explain the use of services in interactive technology-mediated scenarios.
Abstract: Remote services have been predicted to become the fastest growing service sector in 2010. In contrast to other technology-mediated services, i.e. the well-researched self-services, remote services are complex, interactive and more technology demanding. This research extends current theory and proposes a new Theory of Planned Interactive Behavior in order to explain the use of services in interactive technology-mediated scenarios.
Abstract: Technological breakthroughs have generated new forms of services, such as self-services or remote services. In this paper, we discuss how these new types of technology-based services are qualitatively different from traditional service provision, how they fit into existing service typologies and provide an extension of existing frameworks to capture their unique characteristics. Based on this, we outline managerial implications and open research questions.
Abstract: Remote services have been predicted to become the fastest growing service sector in 2010. In contrast to other technology-mediated services, i.e. the well-researched self-services, remote services are complex, interactive and more technology demanding. This research extends current theory and proposes a new Theory of Planned Interactive Behavior in order to explain the use of services in interactive technology-mediated scenarios.
Abstract: This paper addresses the issue of pricing a two-dimensional capacity with the objective of maximizing revenues subject to weight and volume capacity constraints. We formulate and solve the pricing problem by first ignoring the weight and volume
capacity constraints. An algorithm to compute the optimal solution is obtained. Next, the weight and volume capacity constraints are considered. A closed-form solution is derived for the capacity constrained problem with two cargo types.
Abstract: The concept of trust has been shown to be of high importance for customer relationship management in services. While service providers increasingly provide their services globally, little is known about cross-cultural differences in the way customers develop trust in their service providers. Therefore a conceptual research framework to investigate these differences is developed and first results can be presented at the DSI Miniconference 2007.
Abstract: This paper addresses the issue of pricing a two-dimensional capacity with the objective of maximizing revenues subject to weight and volume capacity constraints. We formulate and solve the pricing problem by first ignoring the weight and volume
capacity constraints. An algorithm to compute the optimal solution is obtained. Next, the weight and volume capacity constraints are considered. A closed-form solution is derived for the capacity constrained problem with two cargo types.
Abstract: This paper describes the process for developing one of the first undergraduate engineering curricula to address the growing needs. Service Systems Engineering (SSE) curriculum fills the gap in engineering education that is not currently being met by a single engineering discipline. Moreover, it is an interdisciplinary collaboration of engineering, business, and sciences to provide an integrative approach to education and meet the needs of the various service industries.
Abstract: Manufacturing firms in developed economies are increasingly reported to be servitizing - created integrated product-service systems that deliver value in use. This paper will use company accounts to explore the financial make-up of manufacturing firms internationally, asking the question - to what extent is the servitization of a real phenomenon.
Abstract: Business executives charge that SOA applications lack clear connections to business objectives or detailed understanding of business processes. This paper uses QFD to evaluate and improve SOA applications in the retail industry. Contributions of the work include the ability to translate the voice of the customer into realistic service requirements, and the development of metrics to evaluate the business value of the services both to the customer and the service provider.