Research perspectives in service engineering and management, volume 1

daviding — Fri, 02 May 2008 20:27:53 +0000

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 organizations	Tarja Savolainen	178
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.

References

Research Perspectives in Service Engineering and Management, Volume 1, (Saara A. Brax, editor), Innovation Management Institute, report number 20, 2007.

Coevolving Innovations » saara brax

Research perspectives in service engineering and management, volume 1

References