Copyright © E.Y.Li 1 2018/7/16 Domains of Service
Description: Copyright E.Y.Li 1 2018716 Domains of Service Research Eldon Y. Li University Chair Professor Department of MIS National Chengchi University, Taiwan http:www.calpoly.edueli All right reserved. Video or audio recording is
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slide1. Copyright © E.Y.Li 1 2018/7/16 Domains of Service Research Eldon Y. Li
University Chair Professor
Department of MIS
National Chengchi University, Taiwan
http://www.calpoly.edu/~eli *** All right reserved. Video or audio recording is prohibited. Reference to this document should be made as follows: Li, E.Y. “Domains of Service Research,” unpublished lecture, National Chengchi University, 2015. ***<br>
slide2. 2 2 1. Introduction: GDP Per Capita 2008 Source: CIA, U.S. (2008)<br>
slide3. 3 3 1. Introduction: GDP Per Capita 2012 Source: CIA, U.S. (2012)<br>
slide4. 4 4 Growth of Services in Taiwan Source: DGBAS of Executive Yuan, Taiwan (2012) http://2k3dmz2.moea.gov.tw/gnweb/Indicator/wFrmIndicator.aspx<br>
slide5. Classifications of Service 2018/7/16 5 : (A) Traditional Service Organization Employee Recipient (c)2012 E.Y. Li<br>
slide6. Classifications of Service Industry 2018/7/16 6 (c)2012 E.Y. Li<br>
slide7. Sources of Service Innovation Corporate Attributes Customer Attributes Employee Capability Service Concept Service Delivery Service Encounter Marketing & Delivery Capability HRM Capability Organizat’l Capability External Environment Technology 2018/7/16 7 Business Model (c)2012 E.Y. Li<br>
slide8. The Service Value System 2018/7/16 8 Marketing & sales Operations After-sale services Outbound logistics : denotes value chain adapted from Porter (1985) Inbound logistics Source: E.Y. Li (2007) (c)2012 E.Y. Li<br>
slide9. 2018/7/16 A Model of Service Value System 9 Source: E.Y. Li (2007) (c)2012 E.Y. Li<br>
slide10. OR/IE
MS CS/AI
Multiagent Systems Economics & Law
Game Theory MIS Organization
Theory A Service
System is
Complex Service
Operations
Marketing
Management
Quality
Supply Chain
Human Factors
Design
Innovation
Engineering
Systems
Computing
Economics
Arts
Science Information
Science
(i-schools) General
Systems
Theory Anthropology
& Psychology What Is Service Science? 10 The Blind Meets the Elephant Source: Dr. Fu-ren Lin; 09/03/2007 2018/7/16 (c)2012 E.Y. Li<br>
slide11. In Retrospect: The Origin of SSME Computer Management Computer Engineering Computer Science Computer Applications Computer Value Creation 2018/7/16 11 (c)2012 E.Y. Li 1960~ 1970~ 1980~ 1990~<br>
slide12. 3. SSME Research Blocks Service Management
(Operations; Quality; Processes; Recovery; Encounter; Resources management; Behavior; Evaluation; Risk; Governance; CSR/Ethics; etc.) Service Engineering
(Infrastructure; ICT; Methodology; Requirement; Analysis; Design; Prototype; etc.) Service Science
(Optimization; Algorithm; Economic models; Service mix; Metrics; Effort estimation; Error prediction; Pricing; Valuation; etc.) Service Applications
(See the Classification of Service Industry) Service Value Creation & Quality Life
(Value proposition; Commercialization; Branding; Globalization; Marketing; Experience management; Strategies; Competitive analysis; etc.) Source: E.Y. Li (2009) Service Innovation 12 2018/7/16 © 2011 Center for Service Innovation<br>
slide13. Topics of SSME Research Service value creation
Value proposition; Commercialization; Branding; Globalization; Marketing; Experience management; Strategies; Competitive analysis.
Service application
Banking services; Logistics services; Communications media services; Healthcare services; Personnel (Training; Dispatching) services; Tourism, Leisure and sports; Cultural, Performing arts; Design services; Information services; R&D services; Environment protection services; Engineering consulting services .
Service management
Operations, Quality; Processes; Recovery; Encounter; Resource management; Behavior; Evaluation; Governance; CSR/Ethics.
Service engineering
Infrastructure; ICT; Methodology; Requirement; Analysis; Design; Prototype .
Service science
Optimization; Algorithm; Economic models; Service mix; Metrics; Effort estimation; Error prediction; Pricing; Valuation . 13 2018/7/16 © 2011 Center for Service Innovation<br>
slide14. Literature Analysis For the data presented here; the Social Sciences Citation Index (SSCI) and the Science Citation Index (SCI) were used as the data sources.
Searched keywords:
service innovation
service science
service engineering
service technology
Papers found: 152
Paper contents were reviewed to classify them by the research topics 14 2018/7/16 service application
service management
service governance (c)2012 E.Y. Li<br>
slide15. (c)2012 E.Y. Li<br>
slide16. (c)2012 E.Y. Li<br>
slide17. (c)2012 E.Y. Li<br>
slide18. A decade of service innovation research 18 2018/7/16 (c)2012 E.Y. Li<br>
slide19. 19 2018/7/16 (c)2012 E.Y. Li<br>
slide20. 20 2018/7/16 (c)2012 E.Y. Li<br>
slide21. 21 2018/7/16 (c)2012 E.Y. Li<br>
slide22. 22 2018/7/16 (c)2012 E.Y. Li<br>
slide23. 23 2018/7/16 (c)2012 E.Y. Li<br>
slide24. Service innovation research methods 24 2018/7/16 (c)2012 E.Y. Li<br>
slide25. 25 2018/7/16 (c)2012 E.Y. Li<br>
slide26. 26 2018/7/16 (c)2012 E.Y. Li<br>
slide27. 27 2018/7/16 (c)2012 E.Y. Li<br>
slide28. 28 2018/7/16 (c)2012 E.Y. Li<br>
slide29. 29 2018/7/16 (c)2012 E.Y. Li<br>
slide30. 5. The Barriers of SSME Research Negligence of service (Service is free?)
Inter-disciplinary nature and complexity
Disciplinary language barriers
Difficulty in defining the domain(s)
Slow acceptance by major journals
Low impact factor values of SSIR journals
Few trained doctoral graduates
Low rewards and incentives
Departmental structure of universities
Limited funding and resources 30 2018/7/16 © 2011 Center for Service Innovation<br>
slide31. 6. Research Agenda Service dominant logic
Service valuation / IP patent protection
NSD methodology
HR competence development
Globalization of services
Self-service and smart services
Service design methods
Service capability and sustainability
Business models for service companies
Service metrics
Service innovation maturity model
Service ethics and CSR
Technology infusion in services 31 2018/7/16 (c)2012 E.Y. Li<br>
slide32. Thank you! Q&A 32 2018/7/16 (c)2012 E.Y. Li<br>
University Chair Professor
Department of MIS
National Chengchi University, Taiwan
http://www.calpoly.edu/~eli *** All right reserved. Video or audio recording is prohibited. Reference to this document should be made as follows: Li, E.Y. “Domains of Service Research,” unpublished lecture, National Chengchi University, 2015. ***<br>
slide2. 2 2 1. Introduction: GDP Per Capita 2008 Source: CIA, U.S. (2008)<br>
slide3. 3 3 1. Introduction: GDP Per Capita 2012 Source: CIA, U.S. (2012)<br>
slide4. 4 4 Growth of Services in Taiwan Source: DGBAS of Executive Yuan, Taiwan (2012) http://2k3dmz2.moea.gov.tw/gnweb/Indicator/wFrmIndicator.aspx<br>
slide5. Classifications of Service 2018/7/16 5 : (A) Traditional Service Organization Employee Recipient (c)2012 E.Y. Li<br>
slide6. Classifications of Service Industry 2018/7/16 6 (c)2012 E.Y. Li<br>
slide7. Sources of Service Innovation Corporate Attributes Customer Attributes Employee Capability Service Concept Service Delivery Service Encounter Marketing & Delivery Capability HRM Capability Organizat’l Capability External Environment Technology 2018/7/16 7 Business Model (c)2012 E.Y. Li<br>
slide8. The Service Value System 2018/7/16 8 Marketing & sales Operations After-sale services Outbound logistics : denotes value chain adapted from Porter (1985) Inbound logistics Source: E.Y. Li (2007) (c)2012 E.Y. Li<br>
slide9. 2018/7/16 A Model of Service Value System 9 Source: E.Y. Li (2007) (c)2012 E.Y. Li<br>
slide10. OR/IE
MS CS/AI
Multiagent Systems Economics & Law
Game Theory MIS Organization
Theory A Service
System is
Complex Service
Operations
Marketing
Management
Quality
Supply Chain
Human Factors
Design
Innovation
Engineering
Systems
Computing
Economics
Arts
Science Information
Science
(i-schools) General
Systems
Theory Anthropology
& Psychology What Is Service Science? 10 The Blind Meets the Elephant Source: Dr. Fu-ren Lin; 09/03/2007 2018/7/16 (c)2012 E.Y. Li<br>
slide11. In Retrospect: The Origin of SSME Computer Management Computer Engineering Computer Science Computer Applications Computer Value Creation 2018/7/16 11 (c)2012 E.Y. Li 1960~ 1970~ 1980~ 1990~<br>
slide12. 3. SSME Research Blocks Service Management
(Operations; Quality; Processes; Recovery; Encounter; Resources management; Behavior; Evaluation; Risk; Governance; CSR/Ethics; etc.) Service Engineering
(Infrastructure; ICT; Methodology; Requirement; Analysis; Design; Prototype; etc.) Service Science
(Optimization; Algorithm; Economic models; Service mix; Metrics; Effort estimation; Error prediction; Pricing; Valuation; etc.) Service Applications
(See the Classification of Service Industry) Service Value Creation & Quality Life
(Value proposition; Commercialization; Branding; Globalization; Marketing; Experience management; Strategies; Competitive analysis; etc.) Source: E.Y. Li (2009) Service Innovation 12 2018/7/16 © 2011 Center for Service Innovation<br>
slide13. Topics of SSME Research Service value creation
Value proposition; Commercialization; Branding; Globalization; Marketing; Experience management; Strategies; Competitive analysis.
Service application
Banking services; Logistics services; Communications media services; Healthcare services; Personnel (Training; Dispatching) services; Tourism, Leisure and sports; Cultural, Performing arts; Design services; Information services; R&D services; Environment protection services; Engineering consulting services .
Service management
Operations, Quality; Processes; Recovery; Encounter; Resource management; Behavior; Evaluation; Governance; CSR/Ethics.
Service engineering
Infrastructure; ICT; Methodology; Requirement; Analysis; Design; Prototype .
Service science
Optimization; Algorithm; Economic models; Service mix; Metrics; Effort estimation; Error prediction; Pricing; Valuation . 13 2018/7/16 © 2011 Center for Service Innovation<br>
slide14. Literature Analysis For the data presented here; the Social Sciences Citation Index (SSCI) and the Science Citation Index (SCI) were used as the data sources.
Searched keywords:
service innovation
service science
service engineering
service technology
Papers found: 152
Paper contents were reviewed to classify them by the research topics 14 2018/7/16 service application
service management
service governance (c)2012 E.Y. Li<br>
slide15. (c)2012 E.Y. Li<br>
slide16. (c)2012 E.Y. Li<br>
slide17. (c)2012 E.Y. Li<br>
slide18. A decade of service innovation research 18 2018/7/16 (c)2012 E.Y. Li<br>
slide19. 19 2018/7/16 (c)2012 E.Y. Li<br>
slide20. 20 2018/7/16 (c)2012 E.Y. Li<br>
slide21. 21 2018/7/16 (c)2012 E.Y. Li<br>
slide22. 22 2018/7/16 (c)2012 E.Y. Li<br>
slide23. 23 2018/7/16 (c)2012 E.Y. Li<br>
slide24. Service innovation research methods 24 2018/7/16 (c)2012 E.Y. Li<br>
slide25. 25 2018/7/16 (c)2012 E.Y. Li<br>
slide26. 26 2018/7/16 (c)2012 E.Y. Li<br>
slide27. 27 2018/7/16 (c)2012 E.Y. Li<br>
slide28. 28 2018/7/16 (c)2012 E.Y. Li<br>
slide29. 29 2018/7/16 (c)2012 E.Y. Li<br>
slide30. 5. The Barriers of SSME Research Negligence of service (Service is free?)
Inter-disciplinary nature and complexity
Disciplinary language barriers
Difficulty in defining the domain(s)
Slow acceptance by major journals
Low impact factor values of SSIR journals
Few trained doctoral graduates
Low rewards and incentives
Departmental structure of universities
Limited funding and resources 30 2018/7/16 © 2011 Center for Service Innovation<br>
slide31. 6. Research Agenda Service dominant logic
Service valuation / IP patent protection
NSD methodology
HR competence development
Globalization of services
Self-service and smart services
Service design methods
Service capability and sustainability
Business models for service companies
Service metrics
Service innovation maturity model
Service ethics and CSR
Technology infusion in services 31 2018/7/16 (c)2012 E.Y. Li<br>
slide32. Thank you! Q&A 32 2018/7/16 (c)2012 E.Y. Li<br>