Copyright © E.Y.Li 1 2018/7/16 Domains of Service

Transcript:Copyright © E.Y.Li 1 2018/7/16 Domains of Service:
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 Reference to this document should be made as follows: Li, E.Y. “Domains of Service Research,” unpublished lecture, National Chengchi University, 2015. *** 2 2 1. Introduction: GDP Per Capita 2008 Source: CIA, U.S. (2008) 3 3 1. Introduction: GDP Per Capita 2012 Source: CIA, U.S. (2012) 4 4 Growth of Services in Taiwan Source: DGBAS of Executive Yuan, Taiwan (2012) http://2k3dmz2.moea.gov.tw/gnweb/Indicator/wFrmIndicator.aspx Classifications of Service 2018/7/16 5 : (A) Traditional Service Organization Employee Recipient (c)2012 E.Y. Li Classifications of Service Industry 2018/7/16 6 (c)2012 E.Y. Li 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 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 2018/7/16 A Model of Service Value System 9 Source: E.Y. Li (2007) (c)2012 E.Y. Li 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 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~ 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 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