The service sector dominates today’s global economy. It employs more people worldwide than either agriculture or manufacturing and accounts for about three-quarters of the gross domestic product of developed nations. Much of that activity is supported by the technology of service systems. (Interestingly, traditional service industries, such as hospitality, have largely automated service production and delivery, whereas many high-technology industries have not.)
As the dominant economic role of services becomes more apparent, many in academia and industry have suggested the need for a new science of service systems. That science would seek to boost innovation by applying scientific understanding, engineering discipline and management practices to the design, improvement, and scaling of service systems.
The most recent issue of the IBM Systems Journal focuses on service science, management, and engineering (SSME) and reflects the need for research in this emerging field.
While some of the papers in the issue discuss fundamental issues in creating a science of service, others explore the theory behind creating value through service systems. A third group of papers presents diverse service system studies that elaborate on some principles, issues, and challenges, including some the legal issues inherent in service systems.
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IBM Systems Journal service science, management, and engineering