Science of Service Systems - Research and innovation in the service economy [Springer, 2011].pdf

The Science of Service SystemsService Science: Research and Innovations in the Service EconomySeries EditorsBill He?eyKatz Graduate School of Business & College of Business AdministrationUniversity of PittsburghMervis HallPittsburgh, PA 15260 USAE-mail: wehe?******@ MurphyIBM c/o1954 Rocky Cove LaneDenton, NC 27239E-mail: ******@ more information and plete list of titles in this series,please visit ies/8080Haluk DemirkanJames C. SpohrerVikas KrishnaEditorsThe Science of ServiceSystemsForeword by Richard B. ChaseEditorsHaluk DemirkanW. P. Carey School of BusinessDepartment of Information SystemsMain Campus PO BOX 87460685287 Tempe ArizonaUSAhaluk.******@James C. SpohrerIBM Almaden Research CenterSan Jose, ******@ KrishnaSan Jose, ******@ISBN 978-1-4419-8269-8 e-ISBN 978-1-4419-8270-4DOI -1-4419-8270-4Springer New York Dordrecht Heidelberg LondonLibrary of Congress Control Number: 2011922500#Springer Science+Business Media, LLC 2011All rights reserved. This work may not be translated or copied in whole or in part without the writtenpermission of the publisher (Springer Science+Business Media, LLC, 233 Spring Street, New York,NY 10013, USA), except for brief excerpts in connection with reviews or scholarly analysis. Use inconnection with any form of information storage and retrieval, electronic adaptation, computer software,or by similar or dissimilar methodology now known or hereafter developed is use in this publication of trade names, trademarks, service marks, and similar terms, even if theyare not identi?ed as such, is not to be taken as an expression of opinion as to whether or not they aresubject to proprietary on acid-free paperSpringer is part of Springer Science+Business Media (ewordIt is with great pleasure that I write the foreword to this exceptional volume of paperson service science. I have found the study of services to be a fascinating endeavorand gladly admit to bei