Posted by: vsorathia | July 16, 2010

Handbook of Service Science

Maglio, Paul P.; Kieliszewski, Cheryl A.; Spohrer, James C. (Eds.)

1st Edition., 2010, IV, 750 p., Hardcover

ISBN: 978-1-4419-1627-3

Traditional service sectors encompass a wide variety of industries ranging from transportation, retail and healthcare to entertainment, banking, and insurance. As the service sector expands into the global economy, a new science of service is emerging, one that is dedicated to encouraging service innovation by applying scientific understanding, engineering discipline, and management practice to designing, improving, and scaling service systems.

This seminal reference considers Service Science to be the study of value co-creation, and finds abundant common elements and themes, common concerns and approaches that converge on this central, real-world phenomena. Handbook of Service Science takes the first major steps to clarifying the definition, role, and future of this nascent field. Incorporating work by scholars from across the spectrum of service research, the volume presents multidisciplinary perspectives on the nature and theory of service, on current research and practice in design, operations, delivery, and innovation of service, and on future opportunities and potential of service research.

Handbook of Service Science provides a comprehensive reference suitable for a wide-reaching audience including researchers, practitioners, managers, and students who aspire to learn about or to create a deeper scientific foundation for service design and engineering, service experience and marketing, and service management and innovation.

List of contributors includes:

Melissa A. Akaka.- John Bailey.- Guruduth Banavar.- Rahul C. Basole.- William J. Baumol.- Gaurav Bhalla.- Mary Jo Bitner.- Jeannette Blomberg.- David E. Bowen.- John R. Bryson.- Richard B. Chase.- Henry Chesbrough.- Eng K. Chew.- Daniel Connors.- Peter W. Daniel.- Andrew Davies.- Faridah Djellal.- Bo Edvardsson.- Shelley Evenson.- Ray P. Fisk.- Faïz Gallouj.- Susanne Glissmann.- Robert J. Glushko.- Michael Gorma.- Michael Gregory.- Dwayne D. Gremler.- Steve J. Grove.- Gerhard, Gudergan.- Evert Gummesson.- Anders Gustafsson.- Alan Hartman.- James L. Heskett.- Kazuyoshi Hidaka.- Barbara Jones.- Uday S. Karmarkar.- Per Kristensson.- Robert F. Lusch.- Linda Macaulay.- Richard Metters.- Ian Miles.- Aleksandra Mojsilovic.- Claire Moxham.- Rogelio Oliva.- Lakshmish Ramaswamy.- Guangjie Ren.- William B. Rouse.- Roland T. Rust.- Scott E. Sampson.- Pamela Samuelson.- Jorge Sanz.- W. Earl Sasser Jr.- Benjamin Schneider.- Carl J. Schramm.- John D. Sterman.- Stephen L. Vargo.- Lars Witell.- Valarie Zeithaml.- Anatoly Zherebtsov

Content Level » Research

Keywords » service computing – service design – service innovation – service methods – service operations – service orientation – service systems

Related subjects » Business & Management for ProfessionalsBusiness Information SystemsOperations Research & Decision TheorySoftware Engineering

Table of contents / Preface / Sample pages

Posted by: vsorathia | July 16, 2010

Postdoctoral Fellowship – Service Computing

Position Reference No.2010/439

The CSIRO ICT Centre is building a role for Australia as a global ICT innovator by delivering leading-edge Information and Communication Technology solutions for industry and society. The Centre has over 250 researchers across Australia working on a wide range of ICT technologies and application areas.  This Postdoctoral Fellowship is in support of the ICT Centre’s long term research work.  In particular, we are seeking recent PhD graduates who are keen to pursue fundamental research into the area of Service Computing focusing on Web service technologies.  The role will include investigating issues related to the lifecycle of Web services including, but no limited to, service composition, service query optimization, service trust management, service change management, service mining, and service organization.

Candidates will have earned a recent PhD in Computer Science or a related discipline which involves research in Service Computing with emphasis on Web service technology. We are looking for a solid record of publishing in international journals and conferences, and a track record of working both independently and as a member of a research team.

for further information and procedures for the application process, go to URL:

Posted by: vsorathia | July 12, 2010

Grand Challenge in Service

Grand Challenge in Service:

21-26 Sept. 2010

A week of events bringing together leading academics, industrialists and policy makers to address the evolving challenges facing service education, research, practice and policy.

The service sector now accounts for 75 percent of the labour force in the US and the UK and more than 50 percent in Brazil, Russia, Japan and Germany. The dramatic growth of the service sector is changing the nature of organisations. However, it is becoming apparent that there is a lack of research and knowledge in the area of service to help address the challenges these changes are bringing about.

The Grand Challenge Week will explore issues underpinning knowledge production and transfer in service, evolving the conversations that started with the joint IBM/IfM white paper outlining the future of service science in 2007 . The week of events will offer a unique opportunity for practitioners and researchers to explore the latest thinking in service.

Aspects covered will include service-dominant logic, value co-creation, value-in-use, complex engineering service systems, service design and service systems. The programme will draw on current research conducted at the Advanced Institute of Management Research (AIM).

Diary of the week 21-26 September 2010

Day Event
Tuesday 21 September Doctoral Symposium on Service
Wednesday 22 September Exploring the service transformation journey workshop
Grand Challenge Summit Meeting
Thursday 23 September Roundtable and Town Hall meeting on Service research
Thursday 23 – Sunday 26 September The forum on markets and marketing (FMM 2010): Extending service-dominant logic
All week Research poster display

Which should I attend?

Posted by: vsorathia | July 12, 2010

Service Science Factory at Maastricht University

"Flying start for Service Science Factory"

Service Science Factory has been featured in the latest issue of the School of Business and Economics’s magazine “Talkin’ Business”. You can read the article below.

It’s a fledgling field and a hot topic worldwide. And now the Maastricht University School of Business and Economics (SBE) has brought service science to Maastricht. Read on to find out why, how – and what the Service Science Factory can do for your business.

Human error. It’s one of the leading causes of death in hospitals worldwide, and costs healthcare systems millions per year in incorrect medication dosages and administration. The Vassar Brothers Medical Center in New York was all too aware of the need to minimise these adverse and often dangerous effects. But how? Through creative, interdisciplinary thinking – that’s how. They introduced an innovative blend of technologies, including barcode readers, wireless communication devices and a digital prescription procedure. Under the new system, doctors issue a prescription using a wireless handset. The pharmacy is automatically notified, and sends the correct medication to the nursing station. The nurse then checks the barcode on the medication against the barcode on the patient’s bracelet, to ensure that the right drug is being given in the right dose at the right time. Even the nurse has a personal barcode to ensure accountability. The result: errors have been reduced by 95%, saving the hospital up to $50 million per year.

The art of service science

So how did this complicated, multidisplinary solution come about? You guessed it: through service science. But what is service science? In a nutshell, the concept was first introduced by IBM, and at its core lies the recognition our modern world is built upon service systems that are at once crucial and highly complex. Think education, healthcare, the pension system and so on. Designing and managing these services in an efficient, reliable and cost effective way is no easy task, and there is increasing recognition that the traditional, one-dimensional approach is no longer sufficient. Service science offers a way forward. Under a single, interdisciplinary umbrella, it brings together experts from fields as diverse as mathematics, economics, electronics, IT, psychology, social science, HRM and more. The goal: to ‘co-create’ value by connecting people, organisations, knowledge and resources, in order to address the full spectrum of issues involved in today’s service systems.

SBE in action

And when it comes to promising new fields, Maastricht University SBE is never one to drag its feet. The School recently launched the Service Science Factory to help businesses in the Limburg region and beyond tap into this worldwide movement. Its office is already open in Maastricht’s Kapoenstraat, with ambitious plans to set up others elsewhere in the Netherlands and even abroad. Companies can approach the Service Science Factory for help with a wide variety of challenges, ranging from the development of new, service-oriented solutions to the rethinking of existing services. A team will be set up to work on the project, consisting of top researchers and academics, business representatives and R&D experts, and students from Maastricht and around the world. In effect, a multidisciplinary, multicultural think tank – the perfect solution for businesses that are too small, too busy, or lacking the expertise to do the work themselves.

And while the businesses end up with a genuinely original, innovative and creative solution, the students involved gain a valuable learning experience. They are carefully selected based on their interests and knowledge in relevant areas. They are introduced to in-depth service research and a new style of interdisciplinary education. They also take home important lessons from their fellow contributors, who will include representatives from ABN AMRO, the Dutch Central Bureau of Statistics (CBS), the Maastricht Academic Hospital, and knowledge institutions from as far away as Haifa, Brisbane and Bangalore.

What’s more, according to the Service Science Factory’s initiator and director Professor Jos Lemmink, “The unique thing about this concept is that a student’s voice can be worth as much as that of a professor or a business representative. It offers a great, controlled environment in which they can collaborate on interesting developments.”

Factory in full swing

As of mid May, the first two Service Science Factory projects are underway. The clients are the Océ printing corporation and the APG pension group. Both of these organisations have their own specialists and departments that are involved in new product development – but developing a new service is a different beast altogether. For each project, the Service Science Factory has set up a team consisting of a company representative, a UM student, and three students from the Indian Institute of Management (IIM). The IIM is a prestigious partner institution which specialises in management processes and the underlying ICT systems that facilitate these processes. The first step has been to familiarise the team members with one another and with the projects: they have taken a guided tour of the workplace and University Library, bonded over lunch and dinner, and been introduced to Problem-Based Learning. For their part, the businesses have put their their needs and expectations on the table. Now, they need only sit back and wait until 7 July, when the teams will present their results during a café meeting.

Concrete results

But Océ and APG are not the only ones keen to get a piece of the action. There appears to be a real demand for the Service Science Factory and, according to director Lemmink, a number of businesses both from Limburg and abroad have already made commitments to the initiative. From the business world’s perspective, there are various possibilities for collaboration: companies may commission a single project, or seek a long-term partnership if they prefer. But most importantly for the participating businesses, the results will be tangible and concrete. The contributors are given not just the necessary freedom, but also the practical framework through which to innovate services and create new knowledge. Employees from the commissioning business also participate on the project team, which means they gain valuable insight and experience that they take directly back to work. And the interaction with business and industry means that real-world data is used and genuinely feasible solutions are provided. In short: fast-track innovation, for lower investment costs.

Lemmink: “Broadly speaking, service provision is crucial for Limburg’s economy. You have to continue to invest in order to keep up with the latest developments. With the Service Science Factory, we want to make service provision faster, easier and more client-oriented. To bring about new concepts developed by students, academics and company staff all working together at the same table. So the Service Science Factory is something that is very concrete. We’re looking for questions that can genuinely give rise to new knowledge, to make it interesting for all parties involved. The dream is that within a year we will have developed and sent out into the world a range of new service provision concepts. I hope that companies will also take these ideas on board, so that further entrepreneurship is fostered in the region. Maybe even by students from our own knowledge institutions.”

Posted by: vsorathia | July 12, 2010

PhD in Service Science at University of Canberra

PhD in Service Science

Funded by an ARC Discovery Grant, the University of Canberra is seeking a PhD student with a strong undergraduate record to commence a PhD in Service Science. A student with a background in information systems, mathematics, statistics, management, or another relevant field is sought to work on a project which aims to understand how firms align business and IT strategies in complex service settings. No prior experience in IT is required – just a strong quantitative background and a willingness to learn new ideas. The Services Research Group utilizes theoretical, mathematical, statistical, computer modelling and psychological approaches to better our understanding of the cognitive processes that support organizational decision making.

Reference Number: 4933
Study Subject: Modelling IT Alignment in Multi-Business Service Organizations
Web Address:
Provided By: University of Canberra
Level: Post Graduate


This scholarship is offered once only to one person. Open for applications from July 7, 2010 until July 30, 2010.

Payment Information

The value of this scholarship is AUD26000 (per annum). This award is to be used for living expenses. This scholarship is paid fortnightly for the period of 3 years.

Research Information

This scholarship is for one of the following fields of research: Business and management, Information systems or Psychology.
Application Details

To apply for this scholarship you must apply directly to the scholarship provider. Terms and conditions are subject to change. Always confirm details with scholarship provider before applying.

Ph.D. / Postdoctoral Positions Available in the area of Service Science

The European Research Institute in Service Science (ERISS;, part of the department of Information Management, Tilburg University, The Netherlands, is seeking highly motivated and dedicated PhD candidates and Postdoctoral Fellows to work on exceedingly challenging, interdisciplinary research projects at the intersection of software service systems and cloud computing.

You will have the opportunity to work in an international environment and collaborate with and visit a number of high-profile researchers from universities and research institutes all over Europe.

Candidate Profile

Candidates should meet the following requirements:

– An excellent Masters degree/PhD Degree (avg. over 8/10) in Computer Science, Information Systems or a closely related field.
– Programming skills in languages such as Java, PHP, Perl and/or C++.
– Strong formal background (mathematics, logic, etc.).
– Very good communication and writing skills in English.
– Knowledge and experience within the fields of SOA, business process management and cloud computing, and software modeling and development skills will be highly rated.

Candidates should be able to work in a collaborative environment with a strong commitment to achieving research excellence.

Application procedure

Interested candidates are requested to send their application by April 15th, 2010 to Alice Kloosterhuis (, including:

1. A cover letter describing yourself and your interests.
2. Soft copy of your publications (e.g. master or PhD thesis, conference/workshop/journal papers)
3. Your CV
4. Your transcripts
5. Proof of proficiency in English (e.g. TOEFL test or IELTS) if English is not your first language

The positions will remain open until filled.

Contact Person

Ms. Alice Kloosterhuis

Call for Papers

CLOSER is organized by IICREST – Interdisciplinary Institute for Collaboration and Research on Enterprise Systems and Technology

The 1st International Conference on Cloud Computing and Services Science, CLOSER 2010, focuses on the emerging area of Cloud Computing, inspired by some latest advances that concern the infrastructure, operations, and available services through the global network. Further, the conference considers as essential the link to Services Science, acknowledging the service-orientation in most current IT-driven collaborations. The conference is nevertheless not about the union of these two (already broad) fields, but about Cloud Computing where we are also interested in how Services Science can provide theory, methods and techniques to design, analyze, manage, market etc. Cloud Computing.

Emerging Enterprise Technologies are profoundly changing the way we think of IT – from economics and efficiency to process and usage models. Many organizations look to the “externalized” IT systems and services as a potential cost-savings advantage by moving internally hosted IT services to external providers. Other organizations view the “external” IT as potential disaster recovery systems or as on-demand capacity to boost business continuity and customer service levels. We need to take a closer look, discerning what emerging enterprise technologies are and how they can catalyze creativity and produce a competitive advantage. There is hence a new wave of interest in ‘Externalization of IT’ – anything as a service (including Software as a Service, Infrastructure as a Service, Platform as a Service), On Demand delivery, outsourcing, and so on. This emerging facilitation and way of utilizing services through IT is what we are referring to as Cloud Computing.

The four perspectives in which we are addressing the area of Cloud Computing in this conference are: (i) Fundamentals of Cloud Computing; (ii) Services Science foundations for Cloud Computing; (iii) Cloud Computing platforms and applications; (iv) Cloud Computing enabling technology.


CLOSER’10 invites papers that address one or more of the perspectives mentioned above. We offer below further elaboration (in terms of tracks and topics). Authors should not feel limited by the topics mentioned. Unlisted but related topics are also acceptable, provided they fit the main conference perspectives:

› Cloud Computing Architecture
› Cloud Standards
› Cloud Application Portability
› Cloud Interoperability
› Cloud Delivery Models
› Cloud Deployment Models: Public/Private/Hybrid Cloud
› Cloud Risk, Challenges, and Governance
› Business Cloud vs. Software Cloud

› Service-Oriented Architecture
› Web Services
› Internet of Services
› Semantic Web Technologies
› Service Modeling and Specification
› Service Composition
› Service Discovery
› Service Monitoring and Control
› Business Services Realized by IT Services
› Service Innovation
› Service Operation
› Service Strategy
› Service marketing and management
› Information and Service Economy
› Human Beings in Service Systems
› Enterprise Architectures and Services

› Cloud Middleware Frameworks
› Cloud Application Architectures
› Cloud Application Portability
› Cloud Application Scalability and Availability
› SaaS, PaaS, IaaS
› COTS and Cloud
› Cloudsourcing
› Cloud Applications Performance & Monitoring
› Development Methods for Cloud Applications
› Economics (ROI, Costs, CAPEX/OPEX,…)
› Outsourced Production Environments
› Collective Intelligence/Crowd Computing
› Context-aware Computing & Peer to Peer Computing
› e-Banking
› e-Business
› e-Governance
› e-Health
› e-Learning
› Mobility
› Social Networks

› Autonomic Computing
› Virtualization Technologies
› Utility Computing vs. Cloud Computing
› Grid Computing vs. Cloud Computing
› Performance Development and Management
› Cloud Ilities (Scalability, Availability,Reliability)
› Load Balancing
› Cloud Security
› Monitoring of Services, Quality of Service, Service Level Agreements
› Troubleshooting and Best Practices
› Disaster Recovery

Keynote Speakers

CLOSER 2010 will have several invited keynote speakers, who are internationally recognized experts in their areas. Their names are not yet confirmed.

Paper Submission

Check the detailed instructions on how and where to submit a paper.


All accepted papers will be published in the conference proceedings, under an ISBN reference, on paper and on CD-ROM support.
Indexation by Conference Proceedings Citation Index, INSPEC and DBLP is awaiting confirmation.

Key Dates

› Conference date: October 20-22, 2010

› Regular Paper Submission: May 25, 2010
› Authors Notification (regular papers): July 12, 2010
› Final Regular Paper Submission and Registration: July 30, 2010


CLOSER Secretariat
Address: IICREST c/o B. Shishkov
P.O. Box 104
1618 Sofia
Tel.: +351 265 100 033
Fax: +44 203 014 8638


The conference will be held at the Hotel Sidi Saler, Valencia, Spain.
The Hotel is situated right next to the beach, near the Albufera Nature Park and Lake. It is surrounded by pine forests and offers a unique environment in which you can relax, walk, jog or enjoy bicycle riding.
The Sidi Saler is located just 21 km from the airport and 15 km from Valencia, a modern and dynamic city with a beautiful historic centre.

Conference Chair

Boris Shishkov, IICREST / Delft University of Technology, The Netherlands

Program Co-chairs

Frank Leymann, University of Stuttgart, Germany
Ivan Ivanov, SUNY Empire State College, U.S.A.
Marten van Sinderen, University of Twente / CTIT / IICREST, The Netherlands

Program Committee

Eduardo Silva, University of Twente, The Netherlands

Posted by: vsorathia | March 19, 2010

Conceptual Modelling of Services (CMS 2010)

The CMS workshop aims to bring together researchers in the areas of services computing, services science, business process modelling, and conceptual modelling. The emphasis of this workshop is on the intersection of the rather new, fast growing services computing and services science paradigms with the well established conceptual modelling area.

Topics of Interest

Typical topics of research papers include, but are not limited to:

  • Conceptual models for integrated design and delivery of value bundles (i.e. services and physical goods);
  • Formal methods for services computing / services science;
  • Foundation of business process modelling, integration and management;
  • Modelling languages / techniques for services;
  • Modelling of semantic services;
  • Modelling support for service integration — within a single domain; across multiple domains; with legacy applications; etc.
  • Personalisation of services;
  • Quality of service modelling;
  • Reference models for service-oriented systems;
  • Semantics of service-oriented systems;
  • Service composition planning and verification;
  • Service computing process modelling, transformation and integration;
  • Service development process modelling;
  • Service ontologies and ontology alignment;
  • User interfaces for assisted service modelling; and
  • Workflow modelling.

Paper Submission

Formatting Guidelines

CMS 2010 proceedings will be part of the ER 2010 Workshop volume published by Springer-Verlag in the LNCS series. Thus, authors must submit manuscripts using the Springer-Verlag LNCS style for Lecture Notes in Computer Science. Refer to for style files and details. Papers in the final proceedings are strictly limited to 10 pages. Therefore, submitted papers should also not exceed 10 pages, but technical appendices, e.g. containing proofs, can be added to a submission.
Papers must be in English, formatted in LNCS style and submitted as PDF-files. Submitted papers must be original and not submitted or accepted for publication in any other workshop, conference, or journal.

Submission Guidelines

Submission to CMS 2010 will be electronically only. Authors are asked to create a submission system account first. Subsequently, this account can be used to submit one or more abstracts and upload corresponding papers.

  • The online submission system can be accessed HERE.

Important Dates

Abstract submission: April 9, 2010
Full paper submission: April 16, 2010
Author notification: June 7, 2010
Camera-ready paper submission: June 30, 2010
Workshop: November 1-4, 2010

Program Committee Chairs

Markus Kirchberg (Institute for Infocomm Research, A*STAR, Singapore)

Bernhard Thalheim (Christian-Albrechts-University of Kiel, Germany)

Program Committee   (preliminary)

Michael Altenhofen   (SAP Research Karlsruhe, Germany)
Don Batory   (The University of Texas, USA)
Athman Bougettaya   (CSIRO, Australia)
Schahram Dustdar   (Vienna University of Technology, Austria)
Andreas Friesen   (SAP Research Karlsruhe, Germany)
Aditya K. Ghose   (University of Wollongong, Australia)
Uwe Glässer   (Simon Fraser University, Canada)
Georg Grossmann   (University of South Australia, Australia)
Hannu Jaakkola   (Tampere University of Technology, Finland)
Andreas Prinz   (University of Agder, Norway)
Sudha Ram   (University of Arizona, USA)
Klaus-Dieter Schewe   (Software Competence Centre Hagenberg, Austria)
Michael Schrefl   (University of Linz, Austria)
Thu Trinh   (Technical University of Clausthal, Germany)
Qing Wang   (University of Otago, New Zealand)
Yan Zhu   (Southwest Jiatong University Chengdu, China)

AALTO UNIVERSITY SCHOOL OF ECONOMICS is Finland’s leading university-level business school and globally acknowledged player in management education. It focuses on high quality research and teaching. Department of Business Technology studies and teaches the use of information and technology in management and economic analysis.

We are looking for a


within the broad areas of information economy and/or service science, with an interest in Business Technology research for the period of 1.8.2010-31.12.2012.

Post doc researcher’s main responsibility is to conduct high quality research and disseminate results internationally. In addition, the post-doc researcher should contribute to teaching at the Department of Business Technology and participate in other tasks assigned by the department. The salary for the post will be based on levels 5-6 of the demands level chart for university-level teaching and research personnel of the government pay system for Finnish universities. In addition, the appointee will be paid a salary component based on personal work performance. In the beginning of the contract, the monthly salary will be 3.061-3.637 €/month depending on the experience and qualifications of the researcher.

Applicants who have completed their doctoral studies quickly and successfully will be preferred. In filling the position, special emphasis will be given to the scientific quality of the applicant’s research, her/his international experience, as well as a research proposal which needs to fit in with the department’s profile. The applicants should have completed their doctoral studies before the start of the post-doctoral period. The position requires fluent skills in English language.

The documents, including the actual application, applicant’s CV and a research proposal and other relevant documents should be delivered to or to Kirjaamo, Aalto University, School of Economics, P.O. Box 21230, 00076 Aalto, by March 31st, 2010 by 15.45 Finnish time.

For further information, please contact Professor Jyrki Wallenius, or

Helsinki, March 1, 2010

The Administration and Services Center

Matti Rossi

Professor of Information Systems Science

Aalto University School of Economics

P.O. Box 21220, 00076 AALTO, Finland

phone: +358-50-3835503

skype: motrossi


Posted by: vsorathia | February 22, 2010

Adamantios Koumpis

Adamantios Koumpis is Head of the Research Programmes Division of ALTEC Software S.A., which he founded in 1996, as independent division of Unisoft S.A. . He holds a PhD degree from the University of Kingston in the UK as well as a degree in Computer Science from the University of Crete in Greece . You may contact him at

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