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Bill Hefley and Wendy Murphy, Series Editors
Service Science: Research and Innovations
in the Service Economy Book Series

This series captures the latest thinking, experiences and results in the increasingly important area of service science, which integrates a variety of disciplines — including areas in engineering, social sciences and management — to focus education, research and practice on an expanding services economy.

Service science encompasses the application of scientific, engineering and management disciplines to tasks that one organization performs beneficially for others, generally as part of the services sector of the economy; and the integration of computer science, operations research, industrial engineering, business strategy, management sciences, and social and legal sciences, in order to encourage innovation in how organizations create value for customers and shareholders that could not be achieved through such disciplines working in isolation.

Service Science: Research and Innovations in the Service Economy (SSRI) is an international applied research book series providing coverage of challenges, opportunities, problems, trends, and solutions encountered by both scholars and practitioners in the arena of service science. SSRI emphasizes the technical, economic, managerial and organizational facets of the domain. Books published in the series deal with an array of issues concerning usage, failure, success, policies, strategies and applications of information technology in the field. SSRI publishes applied research findings and expert opinions of leading managers in various industries.

Scope

SSRI emphasizes the global response to service science topics, concepts and methodologies across disciplines and allows its audiences to benefit from the collection and dissemination of this knowledge. Topics addressed may include, but are not limited to:

• Services as complex systems
• Models of service systems
• Service strategies
• Strategic management of services
• Service business models (in-sourcing, shared services, outsourcing, off-shoring)
• Service processes
• Service design and modeling
• Service development and design processes
• Managing service delivery and operations
• Integrating structured and unstructured work IT service delivery systems
• Production of services
• Service innovation
• Issues in industrializing services
• Service supply chain management
• Service value chain management
• Service risk management
• Information risk management
• Privacy and security in services
• Intellectual property issues in services
• Applying service design principles
• Analyzing service encounters
• Service level agreements
• Applying service design principles
• Evolution of Service Oriented Innovation/Value Networks
• Embedding technology into business and society
• Software as a service
• Customer care and call center management
• Services taxonomy
• Service simulations
• Limits to self service
• Knowledge discovery and data mining in the service industry
• Knowledge management and knowledge capture in services
• Service project and process management
• Service performance measurement and analysis
• Service quality measurement
• Service quality management
• Service pricing
• Service benchmarking
• Workforce management, resource scheduling
• Human capital management in services
• Service labor markets
• Information technology and communication in services
• Service oriented architecture and technologies
• Component business modeling
• Frameworks for characterizing and evaluating the resiliency of an IT services organization
• Methods for service engineering
• Service relationships
• Service marketing
• Service cases in application domains, e.g., health care aervices, information technology services
• Policy issues regarding service

First book in the series to be published early 2008:

Service Science, Management, and Engineering (SSME):
Education for the 21st Century, edited by Bill Hefley and Wendy Murphy

Prospective Authors and Editors

If you have an idea for a book, we welcome the opportunity to review your proposal. Should you wish to discuss a potential project or receive specific information regarding our book proposal requirements, please contact Bill Hefley, Wendy Murphy or Melissa Fearon:

Series Editors:

Bill Hefley
IT Services Qualification
Center (ITSqc)
Carnegie Mellon University
5000 Forbes Avenue
Pittsburgh, PA 15213 USA
hefley@cmu.edu

Wendy Murphy
IBM c/o
1954 Rocky Cove Lane
Denton, NC 27239
wendym@us.ibm.com

Publishing Editor:

Melissa Fearon
Springer
101 Philip Drive
Norwell, MA 02061 USA
melissa.fearon@springer.com

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