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Service and Science

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The Science of Service Systems

Abstract

While there is a rapid growth in the number of researchers and practitioners joining the service science community, this community has not yet settled on precise answers to two fundamental questions: “What is service?” and “Where is the science (in service science)?” This chapter examines possible answers to these two fundamental questions from multiple disciplinary perspectives, and proposes the Abstract Entity-Interaction-Outcome Universals (AEIOU) theory to frame the science of service systems.

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  1. IBM Almaden Research, San Jose, CA, USA

    James C. Spohrer

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  1. James C. Spohrer
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  2. Haluk Demirkan
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  3. Vikas Krishna
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Editors and Affiliations

  1. Department of Information Systems, W. P. Carey School of Business, Main Campus PO BOX 874606, Tempe, 85287, Arizona, USA

    Haluk Demirkan

  2. IBM Research - Almaden, Harry Road 650, San Jose, 95120-6099, California, USA

    James C. Spohrer

  3. IBM Almaden Research Center, San Jose, 95120-6099, California, USA

    Vikas Krishna

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Spohrer, J.C., Demirkan, H., Krishna, V. (2011). Service and Science. In: Demirkan, H., Spohrer, J., Krishna, V. (eds) The Science of Service Systems. Service Science: Research and Innovations in the Service Economy. Springer, Boston, MA. https://doi.org/10.1007/978-1-4419-8270-4_18

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