Handbook of Service Science, Volume II

Paul P. Maglio is a professor of technology management in the School of Engineering at the University of California, Merced. He holds an SB in computer science and engineering from MIT and a PhD in cognitive science from UCSD. One of the founders of the field of service science, Dr. Maglio is currently Editor-in-Chief of INFORMS Service Science, and was lead editor of the Handbook of Service Science (Springer). Cheryl Kieliszewski is a Research Staff Member at IBM Research - Almaden. She has extensive research and applied human factors engineering experience investigating human behavior and expectations, and the implication of these on technology and service design. Her research focuses on understanding the impact of team practices on technological and organizational design to inform the human-system relationship definition within service systems. Cheryl received her Ph.D. from Virginia Tech in Industrial and Systems Engineering for Human Factors. Her professional accomplishments include several issued patents, published papers, speaker, and serving as a co-editor of the inaugural "Handbook of Service Science". Jim Spohrer directs IBM's open source Artificial Intelligence (AI) efforts. Previously at IBM, he led Global University Programs, co-founded Almaden Service Research, and was CTO Venture Capital Group. After his MIT BS in Physics, he developed speech recognition systems at Verbex, an Exxon company, before receiving his Yale PhD in Computer Science/Artificial Intelligence. In the 1990's, he attained Apple Computers' Distinguished Engineer Scientist and Technology title for next generation learning platforms. With over ninety publications and nine patents, he won the Gummesson Service Research award, Vargo and Lusch Service-Dominant Logic award, and a PICMET Fellow for advancing service science. Kelly Lyons is an Associate Professor and Associate Dean, Academic in the Faculty of Information at the University of Toronto. Prior to joining the Faculty of Information, she was the Program Director of the IBM Toronto Lab Centre for Advanced Studies (CAS). Her current research interests include service science, knowledge mobilization, social media, and collaborative work. Currently, she is focusing on ways in which social media can support human-to- human interactions in service systems and data-driven knowledge mobilization. Kelly holds a cross- appointment with the University of Toronto's Department of Computer Science and is an IBM Faculty Fellow.

1 Introduction: Why Another Handbook?.- 2 Service Timing: Designing and Executing Service in a Dynamic Environment.- 3 Designing Service Systems to Enhance Perceived Decision Control.- 4 The Sequence of Service: An Affect Perspective to Service Scheduling.- 5 Customer Adoption of AI in Service Encounters.- 6 Optimal Structure of Experiential Services: Review and Extensions.- 7 A Human-centered, Multidisciplinary, and Transformative Approach to Service Science: A Service Design Perspective.- 8 Emerging Design Research Themes: A Research Review from Design, Service, and Management Studies.- 9 High-tech vs. High Touch Service Design in Healthcare: A Case for Considering the Emotional Biorhythm of the Patient in Technology Interventions.- 10 Customer Experience Analytics: Dynamic Customer-Centric Model.- 11 The Future of Service Systems: From Synergetics to Multi-Sided Platforms.- 12 Using Employees' Collective Intelligence for Service Innovation: Theory and Instruments.- 13 A Multilayer Framework for Service System Analysis.- 14 People and Social Interaction: Drivers of Service Innovation.- 15 Queues in Service Systems: Some Unusual Applications.- 16 Clarifying the Concept of Smart Service Systems.- 17 Exploring the Journey to Services.- 18 Digital Workers in Nested, Networked Holistic Service Systems: A New Workplace Culture from a Service Science Perspective.- 19 Visualizing and Improving Service Processes with PCN Analysis.- 20 Value-in-Context: An Exploration of the Context of Value and the Value of Context.- 21 On the Evolution of Service Ecosystems: A Study of the Emerging API Economy.- 22 Institutionalization Process of Service Innovation: Overcoming Competing Institutional Logics in Service Ecosystems.- 23 Innovation in Sociomaterial Practices. The Case of IoE in The Healthcare Ecosystem.- 24 Toward the Service Science of Education.- 25 Leveraging Big DataPlatform Technologies and Analytics to Enhance Smart City Mobility Services.- 26 Population Health as a Network of Services: Integration of Health, Education, and Social Services.- 27 Incremental and Radical Service Innovation in Healthcare.- 28 Further Advancing Service Science with Service-Dominant Logic: Service Ecosystems, Institutions, and their Implications for Innovation.- 29 On the Ethical Implications of Big Data in Service Systems.- 30 Service-Dominant Logic: Inward and Outward Views.- 31 Service Economies and Complexity.- 32 A Perspective on the Field of Service Science.- 33 Embedding Humans into Service Systems Analysis: The Evolution of Mathematical Thinking about Services.- 34 The Demolition of Service Scientists' Cultural-boundaries.- 35 Capturing Value in the Service Economy.- 36 Service as Intersubjective Struggle.