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Steps Toward a Science of Service

By Jim Spohrer, Paul P. Maglio, John Bailey and Daniel Gruhl


The service sector accounts for most of the world’s economic activity, but it’s the leaststudied part of the economy. A service system comprises people and technologies that adaptively compute and adjust to a system’s changing value of knowledge. A science of service systems could provide theory and practice around service innovation. Over the past three decades, services have become the largest part of most industrialized nations’ economies. Yet there’s still no widely accepted definition of service, and service productivity, quality, compliance, and innovation all remain hard to measure. Few researchers have studied service, and institutions have paid little attention to educating students in this area. The service economy refers to the service sector, one of three main economic categories, in addition to service activities performed in the extractive and manufacturin

Year: 2011
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