Service Science

2009 - 2025

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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

Volume 5, issue 4, 2013

Dual Rules for Service Evaluation pp. 279-295

Erik Rolland, Raymond A. Patterson, Paul R. Messinger, Keith F. Ward and Adam Finn

Serving Fraudulent Consumers? The Impact of Return Policies on Retailer's Profitability pp. 296-309

M. Ali Ülkü, Lynn C. Dailey and H. Müge Yayla-Küllü

The Impact of Management's Customer Orientation on Job Satisfaction and Competency of Service Employees in the Public Sector: The Mediating Effect of Role Stress pp. 310-320

Talai Osmonbekov and Elena Bernard

Volume 5, issue 3, 2013

Editorial Column—From CleanTech to CleanServ pp. 193-196

Adi Wolfson, Dorith Tavor and Shlomo Mark

Multiregional Dynamic Vaccine Allocation During an Influenza Epidemic pp. 197-215

Anna Teytelman and Richard C. Larson

The Peripheral Knowledge Paradox: Interfirm Knowledge Partitioning and Integration in Services Contracting pp. 216-237

Amrit Tiwana

An Equilibrium Model of Online Shopping Supply Chain Networks with Service Capacity Investment pp. 238-248

Yihong Hu and Qiang Qiang

Unfair Consequence of Fair Competition in Service Systems—An Agent-Based and Queueing Approach pp. 249-262

Wai Kin (Victor) Chan and Baojun Gao

Advancing Innovation in Professional Service Firms: Insights from the Service-Dominant Logic pp. 263-275

Christoph F. Breidbach, Peter Smith and Lisa J. Callagher

Volume 5, issue 2, 2013

Cloud Computing Operations Research pp. 88-101

Ilyas Iyoob, Emrah Zarifoglu and A. B. Dieker

Predicting Purchase Timing, Product Choice, and Purchase Amount for a Firm's Adoption of a Radically Innovative Information Technology: An Analysis of Cloud Computing Services pp. 102-123

Timothy R. Bohling, V. Kumar and Riddhi Shah

Building Energy Performance Analytics on Cloud as a Service pp. 124-136

Young M. Lee, Lianjun An, Fei Liu, Raya Horesh, Young Tae Chae, Rui Zhang, Estepan Meliksetian, Pawan Chowdhary, Paul Nevill and Jane L. Snowdon

Modeling and Economic Analysis of the Cloud Brokering Platform Under Uncertainty: Choosing a Risk/Profit Trade-off pp. 137-162

Alexei A. Gaivoronski, Darijus Strasunskas, Per J. Nesse, Stein Svaet and Xiaomeng Su

The Dark Side of Using Emergencies in Direct Marketing Campaigns for Blood Donation Services pp. 163-178

Edlira Shehu, Ann-Christin Langmaack and Michel Clement

A Model for Estimating Productivity in Service Systems pp. 179-192

David Lopez, Ralph Badinelli and Carlos F. Renedo

Volume 5, issue 1, 2013

Marketing Managers' Perceptions of Value Cocreation pp. 4-16

Kim Cassidy, Steve Baron, Dominic Elliott and George Efstathiadis

A Process Flow-Based Framework for Nurse Demand Estimation pp. 17-28

Jomon Aliyas Paul and Leo MacDonald

Adaptive Smoothed Functional Algorithms for Optimal Staffing Levels in Service Systems pp. 29-55

H. L. Prasad, L. A. Prashanth, Shalabh Bhatnagar and Nirmit Desai

Optimal Return Service Charging Policy for a Fashion Mass Customization Program pp. 56-68

Tsan-Ming Choi

Green Service Practices: Performance Implications and the Role of Environmental Management Systems pp. 69-84

Christina W. Y. Wong, Chee Yew Wong and Sakun Boon-itt