SSME-981


Introduction to Service Science

Syllabus - Tentative

Course Name

Introduction to service science

Credit

3 Hours

Time

Tuesday 9:10 ~ 12:00

 

 

Instructor

Shih-Chieh “Jack” Hsu

Office

4074-1

Extension

4732

Office Hours

Wed 10:00 ~ 12:00; Thur 14:00~16:00 (or by appointment)

Course description

Service industry plays an important role in contemporary economics. The development of new technology changes the way to provide service and revises the definition of service quality. Therefore, it is required to alter our conventional attitude toward service management.

Service science is a new and integrated disciple. It aims at providing a basic idea about how to provide high quality service in technology-driven environment. This course attempts to pvoide students an understanding toward the natural, design, managmenet, and delivery of service from computer science, business, psychology, and engineering perspectives.

 

 

Course object

This course aims at providing students the basic idea about service science. After this semester, students shuld be able to clarify the difference between service and product, understand the service process, and knowl how to measure the quality of service. In addition, they shold be able to point out the new role of information technology in next generation service.

 

 

Text book

1.     Fitzsimmons, J. A., & Fitzsimmons, M. J. (2005). Service management: Operations, strategy, and information technology (4th ed.). New York: Irwin/McGraw-Hill.

2.      Lovelock, C. H., & Wirtz, J. (2007). Service marketing: People, technology and strategy (6th ed.). Upper Saddle River, N.J.: Pearson/Prentice Hall.

3.     IBM Almaden Services Research, http://www.ibm.com/university/ssme

4.     IBM SSME web site(http://www.research.ibm.com/SSME)

5.     Spohrer, J. and Kwan, S. K. “Service Science, Management, Engineering, and Design (SSMED): Outline & References” 2008

Evaluation

 

Midterm (15%); Final (15%)

Service Experience: 10%

Service Design: 15%

Case Review 15%

Term Paper15%

Participation: 15%(include attendance, participation, and presentation)

 

 

Course design

The first two hours: Lecture

The last hour: Presentation

 

 

 

Week

Content

Note

1

Course Introduction

Ø          曠文琪、彭琳(2006),服務科學將推動下一波經濟浪潮?,商業周刊電子報200997日取自於http://www.businessweekly.com.tw/webarticle.php?id=23954

Ø          林俊叡、李佩芬、蔡家玲  (2007),認識服務科學,Intelligent times200997日取自於http://www.itmag.org.tw/magazine/article_single_470.htm#

Ø          王曉雯(2007),「服務科學」企業營運新顯學,天下雜誌 370期,200997日取自於http://www.cw.com.tw/article/index.jsp?id=33110

Ø          大紀元(2007620),服務創新專題,200997日取自於http://news.epochtimes.com.tw/7/6/20/58454.htm

Ø          行政院經濟建設委員會(20081217),我國積極推動服務科學,200997日取自於http://www.cepd.gov.tw/m1.aspx?sNo=0010998

 

 

2

The role of service in contemporary economic

·        Fitzsimmons & fitzsimmons (Chapter 1)

What is service? The difference between service and product

·        Fitzsimmons & fitzsimmons (Chapter 2)

·        Service Experience Engineering

電子化服務個案選定

3

Service system and service science

·        Jim Spohrer, Paul P. Maglio, John Bailey, Daniel Gruhl, "Steps Toward a Science of Service Systems," Computer, vol. 40,  no. 1,  pp. 71-77,  Jan.,  2007

·        Maglio, P.; Spohrer, J. (2008): “Fundamentals of service science”, Journal of the Academic Marketing Science, 2008, pp.18-20. 

·        林玉惠、萬鐘汶、陸大榮(2009),製造業轉型為服務導向企業之研究:以服務科學的觀點,科技管理學刊142期,p59-p96

·        吳信宏(2009),服務科學的最近發展,品質月刊453期,p29-p32

·        許明德(2008),服務科學,科學發展424期,p68-p72

電子化服務體驗口頭報告

4

The provider and receiver of service - Value co-creation

·        Co-production, Bettencourt, L. A., A. L. Ostrom, et al. (2002). "Client Co-Production in Knowledge-Intensive Business Services." California Management Review 44(4): 100-128.

·        Service value chain – TBA

·        Co-creation – TBA

電子化服務體驗口頭報告

 

5

Service Design – Approaches

·        Service Experience Engineering - TBA

·        Discovering value and modeling behavior of customer – TBA

電子化服務體驗口頭報告

電子化服務體驗書面報告

6

Service Design – Practice

Fitzsimmons & fitzsimmons (Chapter 4&5)

期末報告討論

7

Service Design – Theories

·        Association for Information Systems

http://ais.affiniscape.com/displaycommon.cfm?an=1&subarticlenbr=279

·        ChangingMinds.org

Http://changingminds.org/explanations/theories/theories.htm

·        Customer behavior

Lovelock and Wirtz (Cahtper 2 )

期末報告討論

 

8

Service Design – Theories (activity theory)

·        Beaudry, Anne and Carillo, Kevin D. (2006) "The Customer-Centered B2C Literature through the Lens of Activity Theory: A Review and Research Agenda," Communications of the Association for Information Systems: Vol. 17, Article 21.

·        Activity Theory as a potential framework for human-computer interaction research, Context and Consciousness: Activity theory and Human Computer Interaction, Cambridge: MIT Press, 1995, pp. 17-44.

期末報告討論

繳交期末報告摘要一頁

9

Service Innovation

·        Maglio, P. P., Srinivasan, S., Kreulen, J. T., Spohrer, J. (2006). Service systems, service scientists, SSME, and innovation. Communications of the ACM, 49, 81-85.

·        Moon, Y., & Quelch, J. (2007). Case 4 Starbucks: Delivering Customer Service. In C. H. Lovelock, & J. Wirtz (Eds.), Service marketing: People, technology and strategy (6th ed., pp. 498-510). Upper Saddle River, N.J.: Pearson/Prentice Hall.

 

10

Midterm

電子化服務個案設計

11

Service Oriented Architecture

·        Pugsley, A “Assessing your SOA Program, ” HP Worldwide SOA Service Program

·        http://www-304.ibm.com/jct09002c/university/scholars/skills/soa/

電子化服務個案設計

12

Service Management Issues

·        Lovelock & Wirtz (Chapter 8)

·        Lovelock & Wirtz (Chapter 11)

電子化服務個案設計

 

13

Service Delivery, Management, and Support

·        Lovelock & Wirtz (Chapter 4)

·        Fitzsimmons & fitzsimmons (Chapter 9)

個案評論

14

Service Qualtiy

·        Fitzsimmons & fitzsimmons (Chapter 7)

·        Kettinger, WJ and Lee, CC “Exploring a gap model of information services quality”, Information Resources Management Journal, 8(3), 1995, 5-16. 

個案評論

 

期末報告內容大網三頁

 

15

The Evaluation of Service Quality

·        Aladwani, A. M. and Palvia, P. C. "Developing and Validating an Instrument for Measuring User-Perceived Web Quality," Information and Management, vol. 39, no. 6, 2002, pp.467-476.

·        Harmon, E. Hensel, S. C. & Lukes, T. E. (2006) Measuring performance in services, The McKinsey Quartelry, 2006/1, 31-39.

個案評論

16

Service Quality Improvement

·        Lovelock & Wirtz (Chapter 14)

·        Sureshchandar, G. S., Rajendran, Chandrasekharan, and R. N. Anantharaman. "A Conceptual model for total quality management in service organizations." Total Quality Management 12, no. 3 (May 2001): 343-363.

個案評論

17

Service Engineering

·        Tien, J. M. & Berg, D. (2003). A case for service systems engineering. Journal of Systems Science and Systems Engineering, 12, 13 – 38.

·        T. Margaria and B. Steffen. Service engineering: Linking business and it. IEEE Computer, issue for the 60th anniversary of the Computer Society, pages 53–63, October 2006.

個案評論

18

Final

Industry Oriented Issues

·        e-Healthcare

·        e-Government

·        Web 2.0 and e-publication

·        Service economics and intelligent property

 

·        服務體驗報告

o   請於第二週選定服務體驗內容

o   請於第五週繳交兩頁服務體驗書面報告

·        電子化服務設計報告

o   請於第週上課前選定題目(可以服務體驗相同對象)

o   請於第十二週繳交三頁電子化服務設計書面報告

·        期末報告

o   期末報告約5000字,題目於第六週上課前選定。

o   請於第八週上課繳交「一頁」摘要,概述所欲進行之研究(列舉2~5個參考文獻)

o   請於第十四週繳交「三頁」報告,包含大網與部份容(列舉10個以上文獻)

o   請於期末考日繳交完整報告(12點字,1.5倍行距)

TBA: To be announced

Comments