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Explaining to otherpeople what you do.
Stephen K. KwanManagement Information Systems
College of BusinessSan Jose State University
San Jose, CaliforniaUSA
It started in Hong Kongduring l96O’s
What should I major in college?
lifewas
prettysimplethen
Advice:You should be a -
Math: lOO%√
Aptitude TestProfessional
Counselor
Chemistry (maybe pre-med)
Switching majors –
Business Administration
Computer ScienceB SM S
Studying for a
PhD – Doctor of Philosophyin Management
Will you be able to find a job?
Dissertation –Related to Queueing Theory
人龍
In Chinese
Dissertation –Related to Queueing Theory
From this ?
To this ?
It is more like -
So, what do you do now?
Service Science
“Surface Science?”
Service Science is short for:
Service Science,Management, and
Engineering (SSME)
What is SSME?
Services are anything of economic value that cannot be
dropped on your foot -
Service Scienceis the study of
Service Systems
just asComputer Science
is the study ofComputer Systems
Service Scienceis the study of
Service Systems
Spohrer, Vargo, Caswell, and Maglio“Service System is the
Basic Abstraction of Service Science”
until
Until I visited the National Science Foundation (NSF) and asked them about potential
funding opportunities
And they asked me where is the Science in Service
Science
What research are you working on?
Service Patterns
Not -
What research are you working on?
Service Patterns
Not -
Patents
What research are you working on?
Service Patterns
Not -
What research are you working on?
Service Patterns
Not Just
IT Service Management
Or
Hospitality Services
Offer ofService
Intent toTransact
ServiceConsumption
Settlement
Feedback
C
R
M
Marketing
Reservation/Prepayment
ServiceDelivery
Payment
Assessment
Browser
Interested
Buyer
Payer
Concerned
Abandonment
Abandonment
Front Stage Back Stage
Customer Role Sub-Systems
CustomerService
ExperienceServiceProvider
Entities:
DisputeResolution
Acceptance
AdvertisingAwareness
Pre-Sale
Ordering
Invoicing
Payment
Kwan & Min (2008)
Delivery !
A Service Pattern
When in Paris ……..
Reserve half-hour time slots online
file d'attente
Recently, we started to usethe phrase:
Service Science, Management,Engineering, and Design (SSMED)
Here we go again!
Fin