In November 2007, Research Perspectives in Service Engineering and Management, Volume 1 was published. I’ve now posted a copy of my chapter on “Service Engineering and Management, Value Coproduction, and Situated Practices” online.
The paper was the result of participation in the Service Engineering and Management Summer School at the Helsinki University of Technology, in August 2006. Prior to attending, I had submitted a completely different presentation — on “Innovation in Service Business Ecosystems” — and spoke on that at the seminar. When it came time to write the paper, however, I had to get over a reflection that my viewpoint was completely different from the other attendees. I essentially threw out the content I had presented, and started over again. I’m grateful to the multiple reviews on my paper from the editor, Saara Brax, as we wrestled through content to make it understandable.
I have a copy of the book in hardcopy form. Here’s the table of contents.
|Part 1: Introduction||7|
|Introduction||Saara A. Brax||8|
|Part 2: Services – Perspectives on the Phenomenon||13|
|Service Engineering and Management: Towards a Framework||Saara A. Brax||14|
|IT-Enabled Services: Challenges of Methodical Software-Service-Co-Design||Kyrill Meyer||30|
|Mobile Business Services: Definitions and service management challenges||Maiju Markova||40|
|The “Who” of Service Quality||Katarina Hellén||49|
|Part 3: Conceptualizing Innovation in Services||57|
|Framing Elements of Service Innovation||Robert van der Have||58|
|Innovativeness in Knowledge-Intensive Business Service Firms||Tiina Tuominen||69|
|Innovativeness in the Front-End of an Innovation Process: A background paper for studying the effect of group dynamics||Tea Lempiälä||77|
|Part 4: Service Design, Operations and the Process View||87|
|On the Delivery of Services: An engineering approach||Kimmo Pekkola||88|
|Lean in Service||Aleksandr Miina||101|
|Potential of Online Services in Healthcare to Increase: Operational Efficiency||Karita Ilvonen||110|
|Installed Base Information Management in the Context of Service Deliveries||Timo Ala-Risku||116|
|IT-Service Engineering: A process model for the development of IT services||Carlos Bravo-Sánchez||129|
|Part 5: Reflections on the Changing Business Ecosystem||139|
|Project Management and Project Marketing – The changing roles||Arja Hallberg||140|
|Services Engineering and Management, Value Coproduction, and Situated Practices||David Ing||151|
|How to expand Service-Business in China: A country-specific transformation-model||Felix Pütz||167|
|Do The Producers of Services Differ in Health Care? Comparative institutional model and health care
|Part 6: Conclusion||185|
|Towards Understanding the Nature of Services: Supporting the development of theoretical foundations for Service Engineering and Management||Saara A. Brax||186|
I only got to really know a few people at the seminar. The group was broken up into three parallel streams, so I could only attend one.
The summer school has an interesting result of being a knowledge-generating activity, as people from different backgrounds and perspectives contribute.
Research Perspectives in Service Engineering and Management, Volume 1, (Saara A. Brax, editor), Innovation Management Institute, report number 20, 2007.