Service Science

2009 - 2025

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Volume 8, issue 4, 2016

Commentary—Smart Service Systems: Bridging the Silos pp. 359-367

Richard C. Larson

Service Marketing and Adoption of Promotional Technology: A Qualitative Study pp. 368-385

Eileen Bridges and Charles F. Hofacker

Smart Data Pricing: The Value of Shared Data Plans pp. 386-405

Yue Jin and Zhan Pang

Inventory Service Target in Quick Response Fashion Retail Supply Chains pp. 406-419

Tsan-Ming Choi

Understanding Online Shopping Adoption in India: Unified Theory of Acceptance and Use of Technology 2 (UTAUT2) With Perceived Risk Application pp. 420-437

Urvashi Tandon, Ravi Kiran and Ash N. Sah

Call for Papers— Service Science Special Issue: Advancing Health Services pp. 442-442

Lisa Maillart and Maria Mayorga

Volume 8, issue 2, 2016

Implementing Service Innovations in European Hotels pp. 97-107

Cathy A. Enz and Sean A. Way

Understanding Consumers’ Inferences from Price and Nonprice Information in the Online Lodging Purchase Decision pp. 108-123

Breffni M. Noone and Stephani K. A. Robson

Understanding Online Hotel Reviews Through Automated Text Analysis pp. 124-138

Shawn Mankad, Hyunjeong “Spring” Han, Joel Goh and Srinagesh Gavirneni

United Nations World Tourism Organization Study on Online Guest Reviews and Hotel Classification Systems: An Integrated Approach pp. 139-151

United Nations World Tourism Organization (unwto), Anita Blomberg-Nygard and Chris K. Anderson

Is Investing in Social Media Really Worth It? How Brand Actions and User Actions Influence Brand Value pp. 152-168

Anatoli Colicev, Peter O’Connor and Vincenzo Esposito Vinzi

Connecting Search Marketing to Hotel Revenue Management: Conjoint Analysis as a Methodology to Evaluate the Optimal Online Travel Agency Commission Fee pp. 169-183

Jean-Pierre I. van der Rest, Paolo Cordella, Gerard Loosschilder and Zvi Schwartz

Free Drink or Free Mug? Managing Service Experience with Experiential vs. Material Complimentary Gifts pp. 184-202

HaeEun Helen Chun and Yue Woon Hiang

An Examination of Customers’ Attitudes About Tabletop Technology in Full-Service Restaurants pp. 203-217

Alex M. Susskind and Benjamin Curry

Can Service Coproduction Factors Enhance Learning-by-Doing Simultaneously? Evidence from the U.S. Hotel Industry pp. 218-233

Jie J. Zhang and Nitin Joglekar

Testing Service Innovation: A Methodological Review of Video Experiments pp. 234-246

Liana Victorino and Michael J. Dixon

Volume 8, issue 1, 2016

Software Evolution in Web-Service Ecosystems: A Game-Theoretic Model pp. 1-18

Marios Fokaefs and Eleni Stroulia

Loyalty and Profitability of VIP and Non-VIP Customers in the Banking Service Industry pp. 19-36

Jengchung Victor Chen, Hsing Kenneth Cheng and Hui-Ju Veronica Hsiao

A Systemic and Relational Approach to Pricing Services pp. 37-58

Veerendra K. Rai, Abhinay Puvvala and Ashish K. Jha

Categorizing Users of Cloud Services pp. 59-70

Omid Nohadani, Jocelyn Dunn and Gerhard Klimeck

Asymmetric Bertrand-Edgeworth-Chamberlin Competition with Linear Demand: A Pediatric Vaccine Pricing Model pp. 71-84

Banafsheh Behzad and Sheldon H. Jacobson

Commentary—Lessons from Nature: Enhancing the Adaptable Potential of Service Ecosystems pp. 85-96

Robert F. Lusch, Rafe Sagarin and Zhen (Richard) Tang

Volume 7, issue 4, 2015

Inventory and Shipment Policies for the Online Movie DVD Rental Industry pp. 249-271

Kyung Sung Jung, Casey Chung, Shun-Chen Niu and Chelliah Sriskandarajah

Organizational Buyers’ Acceptance of Electronic Procurement Services—An Empirical Investigation in Indian Firms pp. 272-293

M. Ramkumar and Mamata Jenamani

Comparisons of Perceptions and Behavior in Ticket Queues and Physical Queues pp. 294-314

Kaan Kuzu

Service Design for Improved Satisfaction: Decoding the Mechanism for Impact of Patient Callback in Emergency Healthcare pp. 315-330

Viswanathan Krishnan, Kanetaka M. Maki, Edward M. Castillo and David A. Guss

Workforce Management and Scheduling Under Flexible Demand pp. 331-351

Monica C. Villarreal, David Goldsman and Pinar Keskinocak

Volume 7, issue 3, 2015

Editorial—Defining and Measuring Value pp. iii-viii

Ralph D. Badinelli

Value Paradoxes and the Time Value of Value pp. 149-162

Scott E. Sampson

An Analytical Framework for Value Co-Production in Services pp. 163-180

Uday S. Karmarkar and Guillaume Roels

Modeling Value Cocreation Processes and Outcomes in Knowledge-Intensive Business Services Engagements pp. 181-195

Lysanne Lessard

Assessing the Value of Process Improvement by Means of Service Imperfections and Value-Leaks: The Case of a Large Scale Municipality Contact Center pp. 196-209

Guido Dedene, Rick Warnar, Cecilia Mercado, Edward Peters and Stijn Viaene

Assessing Customer-Perceived Value in Industrial Service Systems pp. 210-226

Risto Rajala, Pekka Töytäri and Tuomas Hervonen

Understanding Customer Value in Technology-Enabled Services: A Numerical Taxonomy Based on Usage and Utility pp. 227-248

Min Kyung Lee, Rohit Verma and Aleda Roth

Volume 7, issue 2, 2015

Using Digital Service Inventories to Create Customer Value pp. 83-99

Mark M. Davis, Joy Field and Euthemia Stavrulaki

Challenges of New Service Development: Case Video-Supported Home Care Service pp. 100-118

Arto Wallin, Marja Harjumaa, Pasi Pussinen and Minna Isomursu

Engineering Effective Responses to Influenza Outbreaks pp. 119-131

Stan N. Finkelstein, Richard C. Larson, Karima Nigmatulina and Anna Teytelman

Experience-Based Routing in Call Center Environments pp. 132-148

Thomas R. Robbins

Volume 7, issue 1, 2015

Editorial Column—Smart Things as Service Providers: A Call for Convergence of Disciplines to Build a Research Agenda for the Service Systems of the Future pp. ii-v

Alexandra Medina-Borja

Commentary—Toward a Research Agenda for Human-Centered Service System Innovation pp. 1-10

Paul P. Maglio, Stephen K. Kwan and Jim Spohrer

Employees’ National Culture and Service Quality: An Integrative Review pp. 11-28

H. Müge Yayla-Küllü, Praowpan Tansitpong, Adelina Gnanlet, Christopher M. McDermott and Jeffrey F. Durgee

Decision Models for Workforce and Technology Planning in Services pp. 29-47

Gang Li, Joy M. Field, Hongxun Jiang, Tian He and Youming Pang

Quality-of-Service-Aware Service Selection: A Novel Approach Considering Potential Service Failures and Nondeterministic Service Values pp. 48-69

Bernd Heinrich, Mathias Klier, Lars Lewerenz and Steffen Zimmermann

A Multiproduct Network Economic Model of Cybercrime in Financial Services pp. 70-81

Anna Nagurney

Volume 6, issue 4, 2014

Commentary —Making Sense of Higher Education’s Future: An Economics and Operations Perspective pp. 207-216

Patrick T. Harker

The Influence of Online Reputation and Product Heterogeneity on Service Firm Financial Performance pp. 217-228

Chris K. Anderson and Benjamin Lawrence

A Network Economic Game Theory Model of a Service-Oriented Internet with Price and Quality Competition in Both Content and Network Provision pp. 229-250

Sara Saberi, Anna Nagurney and Tilman Wolf

Developing a Modular Service Architecture for E-store Supply Chains: The Small- and Medium-Sized Enterprise Perspective pp. 251-273

Anu Bask, Hilkka Merisalo-Rantanen and Tuure Tuunanen

A Universal Appointment Rule with Patient Classification for Service Times, No-Shows, and Walk-Ins pp. 274-295

Tugba Cayirli and Kum Khiong Yang

Information Service Blueprint: A Service Blueprinting Framework for Information-Intensive Services pp. 296-312

Chie-Hyeon Lim and Kwang-Jae Kim

Volume 6, issue 3, 2014

Value-in-Context of Healthcare: What Human Factors Differentiate Quality of Nursing Services? pp. 149-160

Hironobu Matsushita and Kyoichi Kijima

Information Buried in Information Technology Service Contracts: Extracting Process–Performance Interrelationships pp. 161-178

Amit V. Deokar and Sagnika Sen

Do Consumers Perceive Money-Back Guarantees as Believable? The Effects of Money-Back Guarantee Generosity, Store Name Familiarity, and Perceived Price pp. 179-189

Shih-Ping Jeng, Li-Shia Huang, Yu-Jen Chou and Ching-I Teng

Signs and Practices as Resources in IT-Related Service Innovation pp. 190-205

Helge Löbler and Robert F. Lusch

Volume 6, issue 2, 2014

Learning About Service Orientation in KIBS: Understanding the Customer as an Active Actor pp. 78-91

Katri Kallio and Inka Lappalainen

When Trust Makes It Worse—Rating Agencies as Disembedded Service Systems in the U.S. Financial Crisis pp. 94-105

Helge Löbler

Design for Value Co-Creation: Exploring Synergies Between Design for Service and Service Logic pp. 106-121

Katarina Wetter-Edman, Daniela Sangiorgi, Bo Edvardsson, Stefan Holmlid, Christian Grönroos and Tuuli Mattelmäki

An Analysis of Wine Tourism in Italy from a Strategic Service-Based Perspective pp. 122-135

Aurelio Tommasetti and Giuseppe Festa

Maintaining Consistent Customer Experience in Service System Networks pp. 136-147

Stephen K. Kwan and Peter Hottum

Volume 6, issue 1, 2014

Transformation of R&D into a Driver of Service Innovation: Conceptual Model and Empirical Analysis pp. 1-14

Yuriko Sawatani and Yuko Fujigaki

Stochastic Modeling and Approaches for Managing Energy Footprints in Cloud Computing Service pp. 15-33

Siqian Shen and Jue Wang

A Typology for Service Supply Chains and Its Implications for Strategic Decisions pp. 34-46

Euthemia Stavrulaki and Mark M. Davis

Modeling Risk Factors and Disease Conditions to Study Associated Lifetime Medical Costs pp. 47-62

Jomon Aliyas Paul, Leo MacDonald and Govind Hariharan

Service Competition and Service War: A Game-Theoretic Analysis pp. 63-76

Chun-Hung Chiu, Tsan-Ming Choi, Yongjian Li and Lei Xu