Service Science

2009 - 2025

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Volume 14, issue 4, 2022

Adaptive Design of Personalized Dose-Finding Clinical Trials pp. 273-291

Saeid Delshad and Amin Khademi

Free Add-Ons in Services pp. 292-306

Pin Gao, Xingyu Fu, Haoyu Liu and Ying-Ju Chen

Cross-Channel Integration and Customer Experience in Omnichannel Retail Services pp. 307-317

Kyunghwa Chung, Kyung Wha Oh and Minjeong Kim

Adoption Factors of Digital Services—A Systematic Literature Review pp. 318-350

Moritz Paulus, Slawka Jordanow and Jan Andre Millemann

Volume 14, issue 3, 2022

A Newsvendor Approach to Design of Surgical Preference Cards pp. 213-230

Berk Görgülü and Vahid Sarhangian

Revenue Management of Group Service Considering Different Quality Levels and Stochastic Customer Patience pp. 231-253

Xuxun Lin and Haiyan Wang

Types of Consumer Operant Resources and Co-creation in Dialogical Service Relationships pp. 254-271

Berna Tarı Kasnakoğlu, Yunus Kalender and Hatice Gökkaya

Volume 14, issue 2, 2022

How Artificial Intelligence Enhances Human Learning Abilities: Opportunities in the Fight Against COVID-19 pp. 77-89

Cristina Mele, Marialuisa Marzullo, Swapnil Morande and Tiziana Russo Spena

Service Design to Balance Waiting Time and Infection Risk: An Application for Elections During the COVID-19 Pandemic pp. 90-109

Susana Mondschein, Marcelo Olivares, Fernando Ordóñez, Daniel Schwartz, Andres Weintraub, Ignacio Torres-Ulloa, Cristian Aguayo and Gianpiero Canessa

Embedding Isolation, Contact Tracing, and Quarantine in Transmission Dynamics of the Coronavirus Epidemic—A Case Study of COVID-19 in Wuhan pp. 110-120

Miao Yu and Zhongsheng Hua

The Impact of the COVID-19 Pandemic on Restaurant Resilience: Lessons, Generalizations, and Ideas for Future Research pp. 121-138

Kate Karniouchina, Kumar Sarangee, Carol Theokary and Raoul Kübler

Partner with a Third-Party Delivery Service or Not? A Prediction-and-Decision Tool for Restaurants Facing Takeout Demand Surges During a Pandemic pp. 139-155

Huiwen Jia, Siqian Shen, Jorge Alberto Ramírez García and Cong Shi

Service Supply Chain Fit: Consistency Between Operant Resources and Service Supply Chains pp. 156-178

Raveen R. Menon, Tarikere T. Niranjan and Dayna Simpson

The Effects of COVID-19 on the Adoption of “On-the-Shelf Technologies”: Virtual Dressing Room Software and the Expected Rise of Third-Party Reverse-Logistics pp. 179-194

Amir Heiman, Thomas Reardon and David Zilberman

Operational Adaptation and Innovation During COVID-19: Lessons Learned from Consulting and a Road Map for the Future pp. 195-212

Matthew C. Walsman

Volume 14, issue 1, 2022

Frontiers in Service Science: Integrating ESG Measures and Supply Chain Management: Research Opportunities in the Postpandemic Era pp. 1-12

Tinglong Dai and Christopher Tang

Optimal Pooling, Batching, and Pasteurizing of Donor Human Milk pp. 13-34

Ruichen Sun, Lisa M. Maillart, Silviya Valeva, Andrew J. Schaefer and Shaina Starks

Dynamic Rebalancing Strategy in Free-Float Bicycle Sharing Systems: Orbit Queues and Two-Sided Matching pp. 35-59

Zhi Pei, Xu Dai, Tianzong Yu, Lu Zhao and Qiao-Chu He

Linking Customization Capability with CRM Technology Adoption and Strategic Alignment pp. 60-75

Hung-Tai Tsou

Volume 13, issue 4, 2021

Service Ecosystem Health: A Transformative Approach to Elevating Service Science pp. 194-204

Raymond P. Fisk and Linda Alkire

Service Delivery Strategies for Alleviating Pandemic Suffering While Maintaining Profitability pp. 205-226

Omkar Palsule-Desai, Vikrant Vaze, Gang Li and Srinagesh Gavirneni

Impacts of Health and Safety Concerns on E-Commerce and Service Reconfiguration During the COVID-19 Pandemic: Insights from an Emerging Economy pp. 227-242

Jason Nguyen, Quan Vu Le and Jasmine Trang Ha

COVID-19 and Hotel Productivity Changes: An Empirical Analysis Using Malmquist Productivity Index pp. 243-257

Changhee Kim, Hee Jay Kang, Kyunghwa Chung and Kanghwa Choi

Caring for an Aging Population in a Post-Pandemic World: Emerging Trends in the U.S. Older Adult Care Industry pp. 258-274

Lu Kong, Kejia Hu and Matthew Walsman

Integrating Chaotic Perspective and Behavioral Learning Theory into a Global Pandemic Crisis Management Framework for Hotel Service Providers pp. 275-293

Dung Le, Giang T. Phi and Truc H. Le

Volume 13, issue 3, 2021

Who Are the Gatekeepers? An Examination of Diversity in INFORMS Journal Editorial Boards pp. 109-132

Laker J. Newhouse and Margaret L. Brandeau

On the Impact of Treatment Restrictions for the Indigent Suffering from a Chronic Disease: The Case of Compassionate Dialysis pp. 133-154

Olga Bountali, Sila Çetinkaya and Vishal Ahuja

The Effects of Sister-Store Presence and Market Competition on Product Assortment: Evidence from Book Retailing pp. 155-171

Tao Chen, Yu Jeffrey Hu, Mohammad Rahman and Jiong Sun

Integrated Vehicle Routing and Service Scheduling Under Time and Cancellation Uncertainties with Application in Nonemergency Medical Transportation pp. 172-191

Xian Yu, Siqian Shen and Huizhu Wang

Volume 13, issue 2, 2021

Selling Virtual Items in Free-to-Play Games: Transparent Selling vs. Opaque Selling pp. 53-76

Yifan Jiao, Christopher S. Tang and Jingqi Wang

Value of Stars on Broadway: A Case Study pp. 77-87

Kyle D. S. Maclean

Cost of Cash: Evidence from Cashiers pp. 88-108

I. P. L. Png and Charmaine H. Y. Tan

Volume 13, issue 1, 2021

Airplane Seating Assignment Problem pp. 1-18

John A. Pavlik, Ian G. Ludden, Sheldon H. Jacobson and Edward C. Sewell

Frontiers in Service Science: Fintech Operations—An Overview of Recent Developments and Future Research Directions pp. 19-35

Baile Lu, Shuai Hao, Michael Pinedo and Yuqian Xu

Examination of Chinese Older Adults’ Attitudes Toward Senior Living Institutions pp. 36-50

Juan Liu, Wei Wei, Qingyun Peng and Chenzhe Xue

Volume 12, issue 4, 2020

Frontiers in Service Science: The Management of Data Analytics Services: New Challenges and Future Directions pp. 121-129

Francis de Véricourt and Georgia Perakis

Individualized Pricing for a Cloud Provider Hosting Interactive Applications pp. 130-147

Hossein Jahandideh, Julie Ward Drew, Filippo Balestrieri and Kevin McCardle

Integrating Price-Incentive and Trip-Selection Policies to Rebalance Shared Electric Vehicles pp. 148-173

Zihao Jiao, Lun Ran, Xin Liu, Yuli Zhang and Robin G. Qiu

Volume 12, issue 2-3, 2020

Frontiers in Service Science pp. 43

Saif Benjaafar

Call for Papers—Special Issue of Service Science: Reimagining the Science of Service in a Post-Pandemic World pp. 119

Guest Editors: Marshall Fisher, Andy Neely, Rohit Verma and Editor-in-Chief: Saif Benjaafar

Frontiers in Service Science: Ride Matching for Peer-to-Peer Ride Sharing: A Review and Future Directions pp. 44–60

Amirmahdi Tafreshian, Neda Masoud and Yafeng Yin

Volume 12, issue 1, 2020

Are All Smiles Perceived Equal? The Role of Service Provider’s Gender pp. 1-7

Sungwoo Choi, Choongbeom Choi and Anna S. Mattila

Designing Observation Units for Heart Failure Patients: Capacity and Patient Flow Considerations pp. 8-25

Emily Zhu, Beste Kucukyazici and Yasmina Maizi

Discovering Call Interaction Fluency: A Way to Improve Experiences with Call Centres pp. 26-42

Estela Fernández-Sabiote and Inés López-López

Volume 11, issue 4, 2019

Product Return Episodes in Retailing pp. 263-278

Michele Samorani, Aydın Alptekinoğlu and Paul R. Messinger

Price and Service Competition in a Tourism Supply Chain pp. 279-291

Sarat K. Jena and Purushottam L. Meena

Smart Homes as Product-Service Systems: Two Focal Areas for Developing Competitive Smart Home Appliances pp. 292-310

Sojung Kim, Henri Christiaans and Joon Sang Baek

Volume 11, issue 3, 2019

Bridging to New Service Technology: Introduction to the Special Issue from the Cambridge Service Alliance’s Service Week Conference pp. 155-156

Veronica Martinez

An Integrative Quality Framework for Developing Industrial Smart Services pp. 157-171

Jens Neuhüttler, Walter Ganz and Dieter Spath

Usage and Impact of Information and Communication Technologies in Healthcare Delivery pp. 172-188

Lu Kong, Hessam Sadatsafavi and Rohit Verma

Exploring Customers’ Experiences of Service Co-Recovery pp. 189-200

Bård Tronvoll and Bo Edvardsson

Moving Toward Collaborative Service Recovery: A Multiactor Orientation pp. 201-212

Jasenko Arsenovic, Bo Edvardsson and Bård Tronvoll

A Configurational Approach to Servitization: Review and Research Directions pp. 213-240

Marko Kohtamäki, Stephan C. Henneberg, Veronica Martinez, Koji Kimita and Heiko Gebauer

Extending the Base-of-the-Pyramid Concept pp. 241-261

Simon Joncourt, Heiko Gebauer, Javier Reynoso, Karla Cabrera, Ana Valdes and Katharina Greve

Volume 11, issue 2, 2019

Promoting Clean Technology Adoption: To Subsidize Products or Service Infrastructure?Abstract: We study the dynamic adoption process of clean-technology products (e.g., electric vehicles and solar photovoltaic panels), which is often hampered by the chicken-and-egg dilemma: at the early stage of commercialization, firms are reluctant to invest in service infrastructure before sufficient consumers adopt the products; on the other hand, consumers hesitate to adopt the products without such infrastructure. We examine two forms of government subsidies (as well as their combination) that aim to overcome this dilemma, namely service infrastructure subsidy and product subsidy. Although our analysis shows that both types of subsidies are generally conducive to clean technology adoption, it also reveals an interesting result: both infrastructure subsidy and product subsidy can be detrimental under certain conditions. In particular, the former may cause early adopters to delay their purchase, and the latter may interfere with the firm’s investment incentives and lead to reduced overall adoption. As a policy guideline, we find that the optimal subsidy strategy follows a “sandwich rule,” in that it is optimal to provide only the product subsidy when the deployment cost is sufficiently high or sufficiently low; however, if the cost falls in the moderate range, it is optimal to subsidize both pp. 75-95

Guangrui Ma, Michael K. Lim, Ho-Yin Mak and Zhixi Wan

Impact of In-Store Promotion and Spillover Effect on Private Label Introduction pp. 96-112

Yingjue Zhou, Tieming Liu and Gangshu Cai

Regional Planning Model for Cancer Screening with Imperfect Patient Adherence pp. 113-137

Aaron Ratcliffe, Ann Marucheck and Sean Xin Xu

Altering the Environment to Improve Appointment System Performance pp. 138-154

Tugba Cayirli and Kum Khiong Yang

Volume 11, issue 1, 2019

A Study of the Effects of Certificate of Need Law on Inpatient Occupancy Rates pp. 1-15

Jomon A. Paul, Huan Ni and Aniruddha Bagchi

Vendor’s Strategic Investments Under IT Outsourcing Competition pp. 16-39

Tarun Jain and Jishnu Hazra

Service System Design Under Information Uncertainty: Insights from an M/G/1 Model pp. 40-56

Juan Ma, Ying Tat Leung and Manjunath Kamath

Service Investment and Channel Structure Decisions in Competing Supply Chains pp. 57-74

Yusen Xia, Tiaojun Xiao and G. Peter Zhang