978-1-4276-2091-0 (Print)
- Theory and Principles
- Service Operations
- Pricing, Quality, and Benchmarks
- Service Systems and Dynamics
- Satisfaction and Excellence
- Transformation and Innovation
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Service Science
Volume 1 · Number 3 · Fall 2009
i Emmanuel Fragnière Editorial Column: Service Innovation: Is it Part of the Service Science Discipline? 135 Raymond Fisk A Customer Liberation Manifesto 142 Liang Zeng, Robert W. Proctor, Gavriel Salvendy Fostering Creativity in Service Development: Facilitating Service Innovation by the Creative Cognition Approach 154 Benjamin Schneider, David E. Bowen Modeling the Human Side of Service Delivery 169 Ying Tat Leung, Jesse Bockstedt Structural Analysis of a Business Enterprise 189 Riccardo Mogre, Rajit Gadh, Arunabh Chattopadhyay Using Survey Data to Design a RFID Centric Service System for Hospitals 207 John Goodman