1. Explaining to other people what you do. Stephen K. Kwan Management Information Systems College of Business San Jose State University San Jose, California USA

2. It started in Hong Kong during l96Os What should I major in college? life was pretty simple then

3. Advice: You should be a - Math: lOO% Aptitude Test Professional Counselor

4. Chemistry (maybe pre-med) Switching majors – Business Administration Computer Science B S M S

5. Studying for a PhD – Doctor of Philosophy in Management Will you be able to find a job?

6. Dissertation – Related to Queueing Theory In Chinese

7. Dissertation – Related to Queueing Theory From this ? To this ?

8. It is more like -

9. So, what do you do now? Service Science Surface Science?

10. Service Science is short for: Service Science, Management, and Engineering (SSME) What is SSME?

11. Services are anything of economic value that cannot be dropped on your foot -

13. Service Science is the study of Service Systems just as Computer Science is the study of Computer Systems

14. Service Science is the study of Service Systems Spohrer, Vargo, Caswell, and Maglio Service System is the Basic Abstraction of Service Science until

15. Until I visited the National Science Foundation (NSF) and asked them about potential funding opportunities And they asked me where is the Science in Service Science

16. What research are you working on? Service Patterns Not -

17. What research are you working on? Service Patterns Not - Patents

18. What research are you working on? Service Patterns Not -

19. What research are you working on? Service Patterns Not Just IT Service Management Or Hospitality Services

20. Offer of Service Intent to Transact ServiceConsumption Settlement Feedback CRM Marketing Reservation/Prepayment ServiceDelivery Payment Assessment Browser Interested Buyer Payer Concerned Abandonment Front Stage Back Stage Customer Role Sub-Systems Customer ServiceExperienceServiceProvider Entities: Dispute Resolution Acceptance AdvertisingAwareness Pre-Sale Ordering Invoicing Payment Kwan & Min (2008) Delivery ! A Service Pattern

21. When in Paris …….. Reserve half-hour time slots online file d'attente

22. Recently, we started to use the phrase: Service Science, Management, Engineering, and Design (SSMED) Here we go again! Fin