Service Science

2009 - 2025

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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

Volume 10, issue 4, 2018

Service pp. v

Paul P. Maglio

Transformation Through Unbundling: Visualizing the Global FinTech Ecosystem pp. 379-396

Rahul C. Basole and Shiv S. Patel

Determinants for Value Cocreation and Collaborative Paths in Complex Service Systems: A Focus on (Smart) Cities pp. 397-407

Francesco Polese, Sergio Barile, Francesco Caputo, Luca Carrubbo and Leonard Waletzky

Development of a Lifelogs-Based Daily Wellness Score to Advance a Smart Wellness Service pp. 408-422

Ki-Hun Kim, Kwang-Jae Kim, Chiehyeon Lim and Jun-Yeon Heo

Encouraging Innovations of Quality from User Innovators: An Empirical Study of Mobile Data Services pp. 423-441

Hua (Jonathan) Ye

Insight into Gender Differences in Higher Education: Evidence from Peer Reviews in an Introductory STEM Course pp. 442-456

Jacqueline Ng Lane, Bruce Ankenman and Seyed Iravani

Professional Service Jobs: Highly Paid but Subject to Disruption? pp. 457-475

Scott E. Sampson

Volume 10, issue 3, 2018

Introduction to the Special Issue on Advancing Health Services pp. v-vii

Lisa M. Maillart and Maria E. Mayorga

Decision Support for the Physician Scheduling Process at a German Hospital pp. 215-229

Jan Schoenfelder and Christian Pfefferlen

Women’s College Hospital Uses Operations Research to Create an Ambulatory Clinic Schedule pp. 230-240

Brendan K. Eagen, Timothy C. Y. Chan and Michael W. Carter

Stochastic Appointment Scheduling in a Team Primary Care Practice with Two Flexible Nurses and Two Dedicated Providers pp. 241-260

Hyun-Jung Alvarez-Oh, Hari Balasubramanian, Ekin Koker and Ana Muriel

Optimization of Telemedicine Appointments in Rural Areas pp. 261-276

S. Ayca Erdogan, Tracey L. Krupski and Jennifer Mason Lobo

A Stochastic Programming Approach for Appointment Scheduling Under Limited Availability of Surgery Turnover Teams pp. 277-288

Serhat Gul

A Data-Driven Procedure of Providing a Health Promotion Program for Hypertension Prevention pp. 289-301

Junghye Lee, Ryeok-Hwan Kwon, Hyung Woo Kim, Sung-Hong Kang, Kwang-Jae Kim and Chi-Hyuck Jun

A Stochastic Game Analysis of Incentives and Behavioral Barriers in Chronic Disease Management pp. 302-319

Hui Zhang, Christian Wernz and Danny Hughes

Optimal Liver Acceptance for Risk-Sensitive Patients pp. 320-333

Sakine Batun, Andrew J. Schaefer, Atul Bhandari and Mark S. Roberts

Exploring the Value of Waiting During Labor pp. 334-353

Karen Hicklin, Julie S. Ivy, Fay Cobb Payton, Meera Viswanathan and Evan Myers

Trial Termination and Drug Misclassification in Sequential Adaptive Clinical Trials pp. 354-377

Alba C. Rojas-Cordova and Niyousha Hosseinichimeh

Volume 10, issue 2, 2018

Theory of Paradox Within Service-Dominant Logic pp. 111-123

Aaron V. Glassburner, David R. Nowicki, Brian Sauser, Wesley S. Randall and John M. Dickens

The Effect of Experience Congruity on Repurchase Intention: The Moderating Role of Public Commitment pp. 124-138

Sungwoo Choi and Anna S. Mattila

A Framework for Increasing Sustainability in Services pp. 139-153

Mark M. Davis, Euthemia Stavrulaki and Adi Wolfson

Data-Driven Understanding of Smart Service Systems Through Text Mining pp. 154-180

Chiehyeon Lim and Paul P. Maglio

Value Encounter Modeling—Formalization and Application pp. 181-194

Hans Weigand, Paul Johannesson and Birger Andersson

Revenue Management with Customers’ Reference Price: Are the Existing Methods Effective? pp. 195-214

Shirin Aslani, Soheil Sibdari and Mohammad Modarres

Volume 10, issue 1, 2018

Fair Allocation in Financial Disputes Between Public–Private Partnership Stakeholders Using Game Theory pp. 1-11

Alireza Sharafi, Ata Allah Taleizadeh and Mohsen Sadegh Amalnick

Service-Dominant Logic and Performance-Based Contracting: A Systems Thinking Perspective pp. 12-24

David Nowicki, Brian Sauser, Wesley Randall and Robert Lusch

Lean Service Innovation pp. 25-39

Jukka Ojasalo and Katri Ojasalo

Stochastic Optimization Models for Workforce Planning, Operations, and Risk Management pp. 40-57

Michael J. Davis, Yingdong Lu, Mayank Sharma, Mark S. Squillante and Bo Zhang

Assessing the Value of an Information System for Developing Predictive Analytics: The Case of Forecasting School-Level Demand in Taiwan pp. 58-75

Mahsa Ashouri, Kate Cai, Furen Lin and Galit Shmueli

Service Design for Value Networks: Enabling Value Cocreation Interactions in Healthcare pp. 76-97

Lia Patrício, Nelson Figueiredo de Pinho, Jorge Grenha Teixeira and Raymond P. Fisk

Cultivating T-Shaped Professionals in the Era of Digital Transformation pp. 98-109

Haluk Demirkan and James C. Spohrer