Introduction to Service Engineering

Introduction to Service Engineering

Editor(s): Gavriel Salvendy, Waldemar Karwowski

Published Online: 4 JAN 2010

Print ISBN: 9780470382417

Online ISBN: 9780470569627

DOI: 10.1002/9780470569627

About this Book

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.

Table of contents

    1. You have free access to this content
  1. Part I: Introduction

  2. Part II: Service Enterprises

  3. Part III: Service Design

  4. Part IV: Service Operations

  5. Part V: Customer Service and Service Quality

    1. Chapter 20

      Complaint Management (pages 414–432)

      Prof. Dr. Bernd Stauss and Wolfgang Seidel

  6. Part VI: Web Services

    1. Chapter 22

      Designing Web-Based Services (pages 445–487)

      Nikolaos Partarakis, Constantina Doulgeraki, Margherita Antona and Constantine Stephanidis

    2. Chapter 24

      The Development of Web-Based Services (pages 502–532)

      Nikolaos Partarakis, Constantina Doulgeraki, Margherita Antona and Constantine Stephanidis

    3. Chapter 25

      Global e-Organization (pages 533–543)

      Nikhilesh Dholakia and Ruby Roy Dholakia

  7. Part VII: Innovation in Service Systems

    1. You have free access to this content
    1. You have free access to this content