1. Copyright © E.Y.Li12015/10/23 Domains of Service Research Eldon Y. Li University Chair Professor Department of MIS National Chengchi University, Taiwan http://www.calpoly.edu/~eli *** All right reserved. Video or audio recording is prohibited. Reference to this document should be made as follows: Li, E.Y. “Domains of Service Research,” unpublished lecture, National Chengchi University, 2015. ***

2. 2 2 1. Introduction: GDP Per Capita 2008 Source: CIA, U.S. (2008)

3. 3 3 1. Introduction: GDP Per Capita 2012 Source: CIA, U.S. (2012)

4. 4 4 Growth of Services in Taiwan Source: DGBAS of Executive Yuan, Taiwan (2012) http://2k3dmz2.moea.gov.tw/gnweb/Indicator/wFrmIndicator.aspx

5. Classifications of Service 2015/10/235 : (A) Traditional Service Organization Employee Recipient Technology : (B) Technology-mediated Service : (C) Technology-enabled (Automated) Service Employee (c)2012 E.Y. Li

6. Classifications of Service Value-Added ServicesInfrastructure Services Financing / *BankingCommunications LeasingTransportation InsuranceUtilities Business ServicesDistribution Services Finance ConsultingWholesaling Accounting AuditingRetailing Legal AdvertisingRepairing R&D /Design / *Green /*SustainabilityLogistics *HRM / *Personnel training / *Dispatching Government Services Communications network / Media Military Waste disposal / *Environmental protectionEducation *Manufacturing / *Engineering Judicial Personal ServicesPolice and fire protection Healthcare *CulturalSelf Services Restaurants *Performing artConsumer Hotels * HospitalityEmployee *Tourism *Leisure and sports User Source: Adapted from Guile & Quinn (1988); *This author. 2015/10/236(c)2012 E.Y. Li

7. 2. What Is Service Science? The Blind Meets the Elephant 72015/10/23

8. In Retrospect: The Origin of SSME Computer Management Computer Engineering Computer Science Computer Applications Computer Value Creation Software Value Creation Software Management Software Engineering Software Science Software Applications Information Management Information Engineering Information Science Information Applications Information Value Creation Service Management Service Engineering Service Science Service Applications Service Value Creation 2015/10/238(c)2012 E.Y. Li

9. 3. SSI Research Blocks Service Management (Operations; Quality; Processes; Recovery; Encounter; Resources management; Behavior; Evaluation; Risk; Governance; CSR/Ethics; etc.) Service Engineering (Infrastructure; ICT; Methodology; Requirement; Analysis; Design; Prototype; etc.) Service Science (Optimization; Algorithm; Economic models; Service mix; Metrics; Effort estimation; Error prediction; Pricing; Valuation; etc.) Service Applications (See the Classification of Services) Service Value Creation & Quality Life (Value proposition; Commercialization; Branding; Globalization; Marketing; Experience management; Strategies; Competitive analysis; etc.) Source: E.Y. Li (2009) Service Innovation 92015/10/23© 2011 Center for Service Innovation

10. Topics of SSI Research Service value creation Value proposition; Commercialization; Branding; Globalization; Marketing; Experience management; Strategies; Competitive analysis. Service application Banking services; Logistics services; Communications media services; Healthcare services; Personnel (Training; Dispatching) services; Tourism, Leisure and sports; Cultural, Performing arts; Design services; Information services; R&D services; Environment protection services; Engineering consulting services. Service management Operations, Quality; Processes; Recovery; Encounter; Resource management; Behavior; Evaluation; Governance; CSR/Ethics. Service engineering Infrastructure; ICT; Methodology; Requirement; Analysis; Design; Prototype. Service science Optimization; Algorithm; Economic models; Service mix; Metrics; Effort estimation; Error prediction; Pricing; Valuation. 102015/10/23© 2011 Center for Service Innovation

11. 5. The Barriers of SSIR Negligence of service (Service is free?) Inter-disciplinary nature and complexity Disciplinary language barriers Difficulty in defining the domain(s) Slow acceptance by major journals Low impact factor values of SSIR journals Few trained doctoral graduates Low rewards and incentives Departmental structure of universities Limited funding and resources 112015/10/23© 2011 Center for Service Innovation

12. 6. Research Agenda Service dominant logic Service valuation / IP patent protection NSD methodology HR competence development Globalization of services Self-service and smart services Service design methods Service capability and sustainability Business models for service companies Service metrics Service innovation maturity model Service ethics and CSR Technology infusion in services 122015/10/23(c)2012 E.Y. Li

13. Thank you! Q&A 132015/10/23(c)2012 E.Y. Li