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Content
March 2015, Volume 7, Issue 1
- 1-1 Editorial Column—Smart Things as Service Providers: A Call for Convergence of Disciplines to Build a Research Agenda for the Service Systems of the Future
by Alexandra Medina-Borja - 1-10 Commentary—Toward a Research Agenda for Human-Centered Service System Innovation
by Paul P. Maglio & Stephen K. Kwan & Jim Spohrer - 11-28 Employees’ National Culture and Service Quality: An Integrative Review
by H. Müge Yayla-Küllü & Praowpan Tansitpong & Adelina Gnanlet & Christopher M. McDermott & Jeffrey F. Durgee - 29-47 Decision Models for Workforce and Technology Planning in Services
by Gang Li & Joy M. Field & Hongxun Jiang & Tian He & Youming Pang - 48-69 Quality-of-Service-Aware Service Selection: A Novel Approach Considering Potential Service Failures and Nondeterministic Service Values
by Bernd Heinrich & Mathias Klier & Lars Lewerenz & Steffen Zimmermann - 70-81 A Multiproduct Network Economic Model of Cybercrime in Financial Services
by Anna Nagurney
December 2014, Volume 6, Issue 4
- 207-216 Commentary —Making Sense of Higher Education’s Future: An Economics and Operations Perspective
by Patrick T. Harker - 217-228 The Influence of Online Reputation and Product Heterogeneity on Service Firm Financial Performance
by Chris K. Anderson & Benjamin Lawrence - 229-250 A Network Economic Game Theory Model of a Service-Oriented Internet with Price and Quality Competition in Both Content and Network Provision
by Sara Saberi & Anna Nagurney & Tilman Wolf - 251-273 Developing a Modular Service Architecture for E-store Supply Chains: The Small- and Medium-Sized Enterprise Perspective
by Anu Bask & Hilkka Merisalo-Rantanen & Tuure Tuunanen - 274-295 A Universal Appointment Rule with Patient Classification for Service Times, No-Shows, and Walk-Ins
by Tugba Cayirli & Kum Khiong Yang - 296-312 Information Service Blueprint: A Service Blueprinting Framework for Information-Intensive Services
by Chie-Hyeon Lim & Kwang-Jae Kim
September 2014, Volume 6, Issue 3
- 149-160 Value-in-Context of Healthcare: What Human Factors Differentiate Quality of Nursing Services?
by Hironobu Matsushita & Kyoichi Kijima - 161-178 Information Buried in Information Technology Service Contracts: Extracting Process–Performance Interrelationships
by Amit V. Deokar & Sagnika Sen - 179-189 Do Consumers Perceive Money-Back Guarantees as Believable? The Effects of Money-Back Guarantee Generosity, Store Name Familiarity, and Perceived Price
by Shih-Ping Jeng & Li-Shia Huang & Yu-Jen Chou & Ching-I Teng - 190-205 Signs and Practices as Resources in IT-Related Service Innovation
by Helge Löbler & Robert F. Lusch
June 2014, Volume 6, Issue 2
- 78-91 Learning About Service Orientation in KIBS: Understanding the Customer as an Active Actor
by Katri Kallio & Inka Lappalainen - 94-105 When Trust Makes It Worse—Rating Agencies as Disembedded Service Systems in the U.S. Financial Crisis
by Helge Löbler - 106-121 Design for Value Co-Creation: Exploring Synergies Between Design for Service and Service Logic
by Katarina Wetter-Edman & Daniela Sangiorgi & Bo Edvardsson & Stefan Holmlid & Christian Grönroos & Tuuli Mattelmäki - 122-135 An Analysis of Wine Tourism in Italy from a Strategic Service-Based Perspective
by Aurelio Tommasetti & Giuseppe Festa - 136-147 Maintaining Consistent Customer Experience in Service System Networks
by Stephen K. Kwan & Peter Hottum
February 2014, Volume 6, Issue 1
- 1-14 Transformation of R&D into a Driver of Service Innovation: Conceptual Model and Empirical Analysis
by Yuriko Sawatani & Yuko Fujigaki - 15-33 Stochastic Modeling and Approaches for Managing Energy Footprints in Cloud Computing Service
by Siqian Shen & Jue Wang
March 2014, Volume 6, Issue 1
- 34-46 A Typology for Service Supply Chains and Its Implications for Strategic Decisions
by Euthemia Stavrulaki & Mark M. Davis - 47-62 Modeling Risk Factors and Disease Conditions to Study Associated Lifetime Medical Costs
by Jomon Aliyas Paul & Leo MacDonald & Govind Hariharan - 63-76 Service Competition and Service War: A Game-Theoretic Analysis
by Chun-Hung Chiu & Tsan-Ming Choi & Yongjian Li & Lei Xu
December 2013, Volume 5, Issue 4
- 279-295 Dual Rules for Service Evaluation
by Erik Rolland & Raymond A. Patterson & Paul R. Messinger & Keith F. Ward & Adam Finn - 296-309 Serving Fraudulent Consumers? The Impact of Return Policies on Retailer's Profitability
by M. Ali Ülkü & Lynn C. Dailey & H. Müge Yayla-Küllü - 310-320 The Impact of Management's Customer Orientation on Job Satisfaction and Competency of Service Employees in the Public Sector: The Mediating Effect of Role Stress
by Talai Osmonbekov & Elena Bernard
September 2013, Volume 5, Issue 3
- 193-196 Editorial Column—From CleanTech to CleanServ
by Adi Wolfson & Dorith Tavor & Shlomo Mark - 197-215 Multiregional Dynamic Vaccine Allocation During an Influenza Epidemic
by Anna Teytelman & Richard C. Larson - 216-237 The Peripheral Knowledge Paradox: Interfirm Knowledge Partitioning and Integration in Services Contracting
by Amrit Tiwana - 238-248 An Equilibrium Model of Online Shopping Supply Chain Networks with Service Capacity Investment
by Yihong Hu & Qiang Qiang - 249-262 Unfair Consequence of Fair Competition in Service Systems—An Agent-Based and Queueing Approach
by Wai Kin (Victor) Chan & Baojun Gao - 263-275 Advancing Innovation in Professional Service Firms: Insights from the Service-Dominant Logic
by Christoph F. Breidbach & Peter Smith & Lisa J. Callagher
June 2013, Volume 5, Issue 2
- 88-101 Cloud Computing Operations Research
by Ilyas Iyoob & Emrah Zarifoglu & A. B. Dieker - 102-123 Predicting Purchase Timing, Product Choice, and Purchase Amount for a Firm's Adoption of a Radically Innovative Information Technology: An Analysis of Cloud Computing Services
by Timothy R. Bohling & V. Kumar & Riddhi Shah - 124-136 Building Energy Performance Analytics on Cloud as a Service
by Young M. Lee & Lianjun An & Fei Liu & Raya Horesh & Young Tae Chae & Rui Zhang & Estepan Meliksetian & Pawan Chowdhary & Paul Nevill & Jane L. Snowdon - 137-162 Modeling and Economic Analysis of the Cloud Brokering Platform Under Uncertainty: Choosing a Risk/Profit Trade-off
by Alexei A. Gaivoronski & Darijus Strasunskas & Per J. Nesse & Stein Svaet & Xiaomeng Su - 163-178 The Dark Side of Using Emergencies in Direct Marketing Campaigns for Blood Donation Services
by Edlira Shehu & Ann-Christin Langmaack & Michel Clement - 179-192 A Model for Estimating Productivity in Service Systems
by David Lopez & Ralph Badinelli & Carlos F. Renedo
March 2013, Volume 5, Issue 1
- 4-16 Marketing Managers' Perceptions of Value Cocreation
by Kim Cassidy & Steve Baron & Dominic Elliott & George Efstathiadis - 17-28 A Process Flow-Based Framework for Nurse Demand Estimation
by Jomon Aliyas Paul & Leo MacDonald - 29-55 Adaptive Smoothed Functional Algorithms for Optimal Staffing Levels in Service Systems
by H. L. Prasad & L. A. Prashanth & Shalabh Bhatnagar & Nirmit Desai - 56-68 Optimal Return Service Charging Policy for a Fashion Mass Customization Program
by Tsan-Ming Choi - 69-84 Green Service Practices: Performance Implications and the Role of Environmental Management Systems
by Christina W. Y. Wong & Chee Yew Wong & Sakun Boon-itt
December 2012, Volume 4, Issue 4
- 295-307 The Impact of Health Service Provider Agreeableness on Care Quality Variation
by Ching-I Teng & Wen-Hsin Hsu - 308-319 Determining the Priority of Critical Service Attributes: An Integrated Model and an Empirical Case Study in the Higher Education Sector
by Ronald Sukwadi & Ching-Chow Yang & Liu Fan - 320-330 Designing and Pricing Services Based on Customer-Perceived Value: An Airline Company Feasibility Study
by Emmanuel Fragnière & Angela Lombardi & Francesco Moresino - 331-348 An Economic Order Quantity Model for Nonconforming Quality Products
by Shib Sankar Sana - 349-364 A Concept Generation Support System for Product-Service System Development
by Kwang-Jae Kim & Chie-Hyeon Lim & Dong-Hee Lee & Jin Lee & Yoo-Suk Hong & Kwangtae Park - 365-381 The Influence of After-Sales Service Determinants on Brand Loyalty Within the Premium Automotive Industry: An Empirical Comparison of Three Countries
by Paul Hünecke & Marjaana Gunkel - 382-395 Magnified Effects of Changes in NIH Research Funding Levels
by Richard C. Larson & Navid Ghaffarzadegan & Mauricio Gomez Diaz
September 2012, Volume 4, Issue 3
- 183-194 How Can Achievement Induce Loyalty? A Combination of the Goal-Setting Theory and Flow Theory Perspectives
by Ching-I Teng & Shao-Kang Lo & Yi-Jhen Li - 195-206 Planning for an Aging Fleet of Shuttle Vehicles with Simulation
by Robert M. Saltzman - 207-217 Value Cocreation and Service Systems (Re)Formation: A Service Ecosystems View
by Stephen L. Vargo & Melissa Archpru Akaka - 218-235 Metamodel for Service Analysis and Design Based on an Operational View of Service and Service Systems
by Steven Alter - 236-252 Service Commitment Strategy and Pricing Decisions in Retail Supply Chains with Risk-Averse Players
by Tiaojun Xiao & Tsan Ming Choi & Danqin Yang & T. C. E. Cheng - 253-268 Multilevel Simulations of Health Delivery Systems: A Prospective Tool for Policy, Strategy, Planning, and Management
by Hyunwoo Park & Trustin Clear & William B. Rouse & Rahul C. Basole & Mark L. Braunstein & Kenneth L. Brigham & Lynn Cunningham - 269-294 E-procurement Service Provider Selection--An Analytic Network Process-Based Group Decision-Making Approach
by M Ramkumar & Mamata Jenamani
June 2012, Volume 4, Issue 2
- 89-100 Performing Service Design Experiments Using Ethnomethodology and Theatre-Based Reenactment: A Swiss Ski Resort Case Study
by Emmanuel Fragnière & Benjamin Nanchen & Marshall Sitten - 101-117 Fuzzy Logic and Interval Arithmetic-Based TOPSIS Method for Multicriteria Reverse Auctions
by Ritesh Kumar Singh & Lyes Benyoucef - 121-134 Perspective Shifts in Marketing: Toward a Paradigm Change?
by Gaetano M. Golinelli & Sergio Barile & Marialuisa Saviano & Francesco Polese - 135-146 Fuzzy Modeling of Service System Engagements
by Ralph D. Badinelli - 147-160 Three Frameworks for Service Research: Exploring Multilevel Governance in Nested, Networked Systems
by Jim Spohrer & Paolo Piciocchi & Clara Bassano - 161-180 Structure and Dynamics of a "T-Shaped" Knowledge: From Individuals to Cooperating Communities of Practice
by Sergio Barile & Giacomo Franco & Giancarlo Nota & Marialuisa Saviano
March 2012, Volume 4, Issue 1
- 4-23 Consumer Responses to Legal Music Download Services that Compete with Illegal Alternatives
by Michel Clement & Arvind Rangaswamy & Srikant Vadali - 24-41 Value Transformation in the Mobile Service Ecosystem: A Study of App Store Emergence and Growth
by Rahul C. Basole & Jürgen Karla - 42-54 A Cointegration Model with Structure Breaks for Customer Migration Analysis
by Wei Jiang & Rong Duan & Siu-Tong Au - 55-68 Enterprise Transformation to Enable University-Industry Collaboration: A Case Study in Complexity and Usability
by Chen-Yang Cheng & Tanna Pugh & Ling Rothrock & Vittal Prabhu - 69-78 Nonfixed Retirement Age for University Professors: Modeling Its Effects on New Faculty Hires
by Richard C. Larson & Mauricio Gomez Diaz - 79-88 Value Cocreation in Service Platform Business Models
by Anssi Smedlund
December 2011, Volume 3, Issue 4
- 280-303 Scenario Analysis of Web Service Composition based on Multi-Criteria Mathematical Goal Programming
by LiYing Cui & Soundar Kumara & Dongwon Lee - 304-312 Comparing Neural Network and Ordinal Logistic Regression to Analyze Attitude Responses
by Aisyah Larasati & Camille DeYong & Lisa Slevitch - 313-324 Defining Service and Non-Service Exchanges
by Sandeep Kayastha - 325-337 Hyper-Networking of Customers, Providers, and Resources Drives New Service Business Designs: e-Commerce and Beyond
by Cheng Hsu - 338-348 Information Theoretic Metrics for Combining Qualitative and Quantitative Data from Consumer Surveys
by Vamsi Salaka & Vittal Prabhu
September 2011, Volume 3, Issue 3
- 194-205 On Formalization of the Concept of Value Proposition
by Marek Winkler & Vladimír Dosoudil - 206-222 Reducing Risk or Increasing Profit? Provider Decisions in Agreement Networks
by Wibke Michalk & Lilia Filipova-Neumann & Benjamin Blau & Christof Weinhardt - 223-238 Productivity in Service Systems: Towards a Managerial Framework
by David López & Carmen de Pablos & Enrique de la Puerta & Carlos Fernández - 239-255 Offshoring of Information-Based Services: Structural Breaks in Industry Life Cycles
by Eugene D. Hahn & Kraiwinee Bunyaratavej - 264-279 Consumer Information Systems as Service Modules: Case Study of IPTV Services
by Tuure Tuunanen & Lesley A. Gardner & Martin Bastek
June 2011, Volume 3, Issue 2
- 110-126 A Service Perspective on the Marketization of Undergraduate Education
by Steven A. Taylor & Kimberly M. Judson - 127-140 Hierarchical Bayes Modeling of the Customer Satisfaction Index
by Nobuhiko Terui & Shohei Hasegawa & Taemyung Chun & Kosuke Ogawa - 141-157 A SAT View on New Service Development
by Fu-Ren Lin & Pei-Shan Hsieh - 158-171 The Impact of Operations Performance on Customer Loyalty
by Vikas Kumar & Luciano Batista & Roger Maull - 172-181 Better Place: A Case Study of the Reciprocal Relations Between Sustainability and Service
by Adi Wolfson & Dorith Tavor & Shlomo Mark & Michael Schermann & Helmut Krcmar - 182-193 Clues, Flow Channels, and Cognitive States: An Exploratory Study of Customer Experiences with e-Brokerage Services
by David Xin Ding
March 2011, Volume 3, Issue 1
- 1-21 Discovering Experts, Experienced Persons and Specialists for IT Infrastructure Support
by Girish Keshav Palshikar & Harrick M. Vin & V. Vijaya Saradhi & Mohammed Mudassar - 22-40 Workforce Planning over the Service Life Cycle
by Ruwen Qin - 41-66 New Project Staffing for Outsourced Call Centers with Global Service Level Agreements
by Thomas R. Robbins & Terry P. Harrison - 67-81 Optimization of Multi-skill Call Centers Contracts and Work-shifts
by Roberto Cordone & Andrea Piselli & Paolo Ravizza & Giovanni Righini - 82-98 The Growth and Performance Diagnostics Initiative: A Multi-Dimensional Framework for Sales Performance Analysis and Management
by Moninder Singh & Debarun Bhattacharjya & Léa Deleris & Dmitriy Katz-Rogozhnikov & Mark Squillante & Bonnie Ray & Aleksandra Mojsilovic & Deepika Kakrania & Avijit Saha & Jing Fu & Christian Barrera & Jonathan Richard - 99-109 Learning Curves and Stochastic Models for Pricing and Provisioning Cloud Computing Services
by Amit Gera & Cathy H. Xia
December 2010, Volume 2, Issue 4
- 216-224 S 3 -Sustainability and Services Science: Novel Perspective and Challenge
by Adi Wolfson & Dorith Tavor & Shlomo Mark & Michael Schermann & Helmut Krcmar - 225-244 Applying Social Network Analysis to Discover Service Innovation within Agile Service Networks
by Noel Carroll & Eoin Whelan & Ita Richardson - 245-269 Markov Decision Processes for Optimizing Human Workflows
by Enrique D. Espinosa & Juan Frausto & Ernesto J. Rivera - 270-280 How Hyper-Network Analysis Helps Understand Human Networks?
by Wai Kin Victor Chan & Cheng Hsu - 281-293 Analytic Network Process Analysis of an Indian Telecommunication Service Supply Chain: A Case Study
by V. R. Pramod & D. K. Banwet - 298-314 Driving Supply Chain Transformation Through a Business Process Oriented Approach
by Changrui Ren & Miao He & Qinhua Wang & Bing Shao & Jin Dong
September 2010, Volume 2, Issue 3
- 136-145 Division of Labor between Firms: Business Services, Non-Ownership-Value and the Rise of the Service Economy
by Michael Ehret & Jochen Wirtz - 146-153 A Critical Appraisal of the Concept of Non-profit Services Marketing
by Edouard V. Novatorov - 154-166 Descriptive Evidence on the Role of Corporate Brands in Marketing Higher Education Services
by Maha Mourad & Christine Ennew & Wael Kortam - 167-176 Quality of University Services: Dimensional Structure of SERVQUAL VS. ESQS
by Carmen María Salvador-Ferrer - 177-195 Discovery of New Service Concepts for Diverse Markets
by Harold Cassab & Tuure Tuunanen & Ken Peffers & Charles E. Gengler & Wendy Hui & Ville Virtanen - 196-215 Dynamic Pricing and Inventory Policies: A Strategic Analysis of Dual Channel Supply Chain Design
by Yongma Moon & Tao Yao & Terry L. Friesz
June 2010, Volume 2, Issue 1-2
- 1-20 An Integrated SS-VSA Analysis of Changing Job Roles
by Jim Spohrer & Gaetano M. Golinelli & Paolo Piciocchi & Clara Bassano - 21-40 Smart Service Systems and Viable Service Systems: Applying Systems Theory to Service Science
by Sergio Barile & Francesco Polese - 41-61 A VSA-SS Approach to Healthcare Service Systems the Triple Target of Efficiency, Effectiveness and Sustainability
by Marialuisa Saviano & Clara Bassano & Mario Calabrese - 62-75 From System Science - A New Way to Structure and Manage the Company for Sustainable Success
by William F. Christopher - 76-91 A Stochastic Model of Resource Allocation for Service Systems
by Ralph Badinelli - 92-101 Service Systems and Requisite Variety
by Phil Godsiff - 102-111 Service as Mutualism: A Question of Viability in Systems
by Gary S. Metcalf - 112-125 Service Systems Through the Prism of Conceptual Modeling
by Zdenko Stanicek & Marek Winkler - 126-135 A Brief Review of Systems Theories and Their Managerial Applications
by Cristina Mele & Jacqueline Pels & Francesco Polese
December 2009, Volume 1, Issue 4
- 212-224 ER-SERVCOMPSQUAL: A Measure of E-Retailing Service Components Quality
by John R. Rossiter - 225-240 Service-Oriented Entrepreneurship: Service-Dominant Logic in Green Design and Healthcare
by Stephen K. Callaway & David D. Dobrzykowski - 241-255 Inviting Lead-users from Virtual Communities to Co-create Innovative IS Services in a Structured Groupware Environment
by Johanna Bragge & Tuure Tuunanen & Pentti Marttiin - 256-269 Cloud Software Service: Concepts, Technology, Economics
by Harry Katzan, Jr. - 270-283 Multi-Level Coordination and Decision-Making in Service Operations
by Christian Wernz & Andrew Henry
September 2009, Volume 1, Issue 3
- 135-141 A Customer Liberation Manifesto
by Raymond Fisk - 142-153 Fostering Creativity in Service Development: Facilitating Service Innovation by the Creative Cognition Approach
by Liang Zeng & Robert W. Proctor & Gavriel Salvendy - 154-168 Modeling the Human Side of Service Delivery
by Benjamin Schneider & David E. Bowen - 169-188 Structural Analysis of a Business Enterprise
by Ying Tat Leung & Jesse Bockstedt - 189-206 Using Survey Data to Design a RFID Centric Service System for Hospitals
by Riccardo Mogre & Rajit Gadh & Arunabh Chattopadhyay
June 2009, Volume 1, Issue 2
- 77-92 Application of Feedback Control Method to Workforce Management in a Service Supply Chain
by Young M. Lee & Lianjun An & Daniel Connors - 93-106 Quality and Customer Satisfaction Spillovers in the Mobile Phone Industry
by Kah-Hin Chai & Yi Ding & Yufeng Xing - 107-114 Research Note --Some Characteristics of Human Resources in the Service Sector
by Daniel Berg & Norman G. Einspruch - 115-120 Homeworking and Service Delivery: A Win Win Arrangement?
by Phil Beaumont & Judy Pate & Robert A. Paton & Sandra Stewart - 121-134 Interactive Method for Service Design Using Computer Simulation
by Yuki Makino & Kazuo Furuta & Taro Kanno & Shigeki Yoshihara & Takamichi Mase
March 2009, Volume 1, Issue 1
- 1-16 The Energy Box: Locally Automated Optimal Control of Residential Electricity Usage
by Daniel Livengood & Richard Larson - 17-31 Service Scaling on Hyper-Networks
by Wai Kin Victor Chan & Cheng Hsu - 32-41 Service-Dominant Logic as a Foundation for Service Science: Clarifications
by Stephen L. Vargo & Melissa Archpru Akaka - 42-55 Computational Thinking of Service Systems: Dynamics and Adaptiveness Modeling
by Robin G. Qiu - 56-62 The Consequences of Information Overload in Knowledge Based Service Economies: An Empirical Research Conducted in Geneva
by Magali Dubosson & Emmanuel Fragniere - 63-76 iFAO: Facility Network Transformation Services for Specific Customer Oriented Service Industries
by Jin Dong & Xinxin Bai & Wenjun Yin & Ming Xie & JP Fasano & Thomas Li