Explaining to otherpeople what you do.

Stephen K. KwanManagement Information Systems

College of BusinessSan Jose State University

San Jose, CaliforniaUSA

It started in Hong Kongduring l96O’s

What should I major in college?

lifewas

prettysimplethen

Advice:You should be a -

Math: lOO%√

Aptitude TestProfessional

Counselor

Chemistry (maybe pre-med)

Switching majors –

Business Administration

Computer ScienceB SM S

Studying for a

PhD – Doctor of Philosophyin Management

Will you be able to find a job?

Dissertation –Related to Queueing Theory

人龍

In Chinese

Dissertation –Related to Queueing Theory

From this ?

To this ?

It is more like -

So, what do you do now?

Service Science

“Surface Science?”

Service Science is short for:

Service Science,Management, and

Engineering (SSME)

What is SSME?

Services are anything of economic value that cannot be

dropped on your foot -

Service Scienceis the study of

Service Systems

just asComputer Science

is the study ofComputer Systems

Service Scienceis the study of

Service Systems

Spohrer, Vargo, Caswell, and Maglio“Service System is the

Basic Abstraction of Service Science”

until

Until I visited the National Science Foundation (NSF) and asked them about potential

funding opportunities

And they asked me where is the Science in Service

Science

What research are you working on?

Service Patterns

Not -

What research are you working on?

Service Patterns

Not -

Patents

What research are you working on?

Service Patterns

Not -

What research are you working on?

Service Patterns

Not Just

IT Service Management

Or

Hospitality Services

Offer ofService

Intent toTransact

ServiceConsumption

Settlement

Feedback

C

R

M

Marketing

Reservation/Prepayment

ServiceDelivery

Payment

Assessment

Browser

Interested

Buyer

Payer

Concerned

Abandonment

Abandonment

Front Stage Back Stage

Customer Role Sub-Systems

CustomerService

ExperienceServiceProvider

Entities:

DisputeResolution

Acceptance

AdvertisingAwareness

Pre-Sale

Ordering

Invoicing

Payment

Kwan & Min (2008)

Delivery !

A Service Pattern

When in Paris ……..

Reserve half-hour time slots online

file d'attente

Recently, we started to usethe phrase:

Service Science, Management,Engineering, and Design (SSMED)

Here we go again!

Fin