10 articles in this issue
Harry Katzan
This paper gives a conspectus of Service Science for academicians and practitioners with the express purpose of defining the scope of the discipline. The subject of services is the up and coming discipline for the 21st century, and it encompasses technolo... see more
Michael O. Adams, Linda D. Smith
This effort will seek to discover the foundations of public management and how it relates to information technology, specifically understanding E-government and other technologies in the public domain. Public Management is the development or application o... see more
Heinz Roland Weistroffer
The decision of selecting the portfolio of services to be included in a service system and the issues that complicate this decision problem are discussed. A general portfolio decision making framework is presented and compared with the Microsoft Operation... see more
Toyin A. Clottey, David A. Collier, Michael Stodnick
The determinants of customer loyalty are identified for a large U.S. retailer based on a survey of 972 customers. An ordered logistic regression is used to estimate the proportion of a retailers customers who are willing to recommend the retailers product... see more
Meg Murray, Joy Young
Contractual helpdesk services, also known as call center outsourcing is a growing industry. Helpdesk solutions, which offer customer service to consumers who have an issue, problem or concern, are an integral part of many organizations wider service funct... see more
Evelyn H. Thrasher
Strategic alliances in the form of inter-organizational networks continue to receive attention in both service and manufacturing industries as a potential form of competitive. The healthcare industry has embraced these strategic alliances with much intens... see more
Assion Lawson-Body, Laurence Mukankusi, Glenn Miller
E-government services refer to the emerging area of IS and IT services that are delivered electronically. The way that government agencies design and deliver services and configure and deploy underlying information and communications technologies, is cent... see more
G. Alan Wang, Christopher W. Zobel
Disaster operations management is an increasingly important application area for the developing techniques of service science. This paper examines the use of topic maps, a semantic technology, within this environment, and provides a preliminary discussion... see more
John Hagel III, John Seely Brown
The signs are around us. We are on the cusp of a shift to a new common sense model that will re-shape many facets of our life, including how we identify ourselves, participate with others, connect with others, mobilize resources and learn. This paper will... see more
Ravi S. Behara, Somnath Bhattacharya
This paper identifies some of the critical elements of a successful BPO through a case study of an U.S. financial services firm that had BPO operations in India. The important dimensions of selection, training, motivation, respecting cultural differences,... see more