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El. knyga: Fundamentals of Service Systems

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This textbook addresses the conceptual and practical aspects of the various phases of the lifecycle of service systems, ranging from service ideation, design, implementation, analysis, improvement and trading associated with service systems engineering. Written by leading experts in the field, this indispensable textbook will enable a new wave of future professionals to think in a service-focused way with the right balance of competencies in computer science, engineering, and management.Fundamentals of Service Systems is a centerpiece for a course syllabus on service systems. Each chapter includes a summary, a list of learning objectives, an opening case, and a review section with questions, a project description, a list of key terms, and a list of further reading bibliography. All these elements enable students to learn at a faster and more comfortable peace.For researchers, teachers, and students who want to learn about this new emerging science, Fundamentals of Service Syst

ems provides an overview of the core disciplines underlying the study of service systems. It is aimed at students of information systems, information technology, and business and economics. It also targets business and IT practitioners, especially those who are looking for better ways of innovating, designing, modeling, analyzing, and optimizing service systems.

Foundations.- Electronic Services.- Service Innovation.- Service Design.- Service Semantics.- Service Analytics.- Service Optimization.- Service Co-Creation.- Service Markets.- Service Research.
Foreword v
Preface ix
1 Foundations
1(32)
Hansjorg Fromm
Jorge Cardoso
2 Electronic Services
33(42)
Jorge Cardoso
Hansjorg Fromm
3 Service Innovation
75(30)
Marc Kohler
Bjorn Schmitz
Andreas Neus
4 Service Design
105(32)
Niels Feldmann
Jorge Cardoso
5 Service Semantics
137(42)
Steffen Stadtmuller
Jorge Cardoso
Martin Junghans
6 Service Analytics
179(38)
Jorge Cardoso
Julia Hoxha
Hansjorg Fromm
7 Service Optimization
217(44)
Melanie Reuter-Oppermann
Anne Zander
8 Service Co-creation
261(36)
Johannes Kunze von Bischhoffshausen
Peter Hottum
Tim Straub
9 Service Markets
297(28)
Simon Caton
Christian Haas
Wibke Michalk
Christof Weinhardt
10 Service Research
325(34)
Jorge Cardoso
Bjorn Schmitz
Axel Kieninger
Index 359
Prof. Dr. Jorge Cardoso joined the Information System Group of the Department of Informatics Engineering of the University of Coimbra in 2009. He is also Lead Architect for Cloud Computing at the Huaweis European Research Centre in Munich.   Prof. Dr. -Ing. Hansjörg Fromm was a director at the Karlsruhe Service Research Institute from 2011 to 2014. After his retirement, he is still active as an honorary Professor at the Karlsruhe Institute of Technology and the University of Erlangen-Nürnberg.   Prof. Dr. Stefan Nickel is Full Professor for Discrete Optimization and Logistics at the Karlsruhe Institute of Technology, Institute IOR. He is a director at the Karlsruhe Service Research Institute and at the FZI Research Center for Information Technology.

Prof. Dr. Gerhard Satzger is a director at the Karlsruhe Service Research Institute and leads the research group Service Innovation and Management. He has a long standing record in national and international leadershippositions in academia and the IT industry.   Prof. Dr. Rudi Studer is Full Professor in Applied Informatics at the Karlsruhe Institute of Technology, Institute AIFB. He is a director at the Karlsruhe Service Research Institute and at the FZI Research Center for Information Technology.   Prof. Dr. Christof Weinhardt heads the Institute of Information Management and Systems at the Karlsruhe Institute of Technology. He is member of the board of directors at the Research Center for Information Technologies in Karlsruhe.
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