Center for Services Leadership - Service Science and Service Innovation Research and Education

Service Science and Service Innovation Research and Education

Within the business disciplines, the Center for Services Leadership has led research across the business disciplines of operations, marketing, and human resources, with leading private sector, for-profit businesses. Today, we have embarked on a journey to replicate and enlarge these successes by expanding the scope of services leadership. Through this expansion, the CSL is becoming even more cross-disciplinary - spanning the social sciences, engineering, and computer science - within our own institution and with alliance partners. Beyond the academic disciplines, we envision greater involvement of governments, industry associations, private foundations, and non-profit entities to support service science and innovation research and education.

The Center for Services Leadership's Approach

We approach Service Science and Service Innovation through what we call the 3 S's:

  • Scientific methods and criteria
  • Significant work that impacts business and society
  • Symbiotic approach that encourages networking and partnering across and among industries, business functions and academic disciplines

The CSL is a partner with the academic and business community to discover, develop and share cutting edge service science and service innovation knowledge that is rigorous from an academic perspective and significant from a managerial perspective. We are thought leaders in service science and service innovation research education

What is the CSL's Definition of Service Science?
We define service science as an emerging interdisciplinary field of inquiry that focuses on fundamental science, models, theories, and applications to drive innovation, competition, and quality of life through value co-creation.

What is the CSL's Definition of Service Innovation?
Service innovation creates value for customers, employees, business owners, alliance partners, and/or the communities they serve through new and/or improved service offerings, service processes, and service business models.

The CSL is currently working on strategic initiatives around defining and furthering research and education as well as establishing research priorities for service science and innovation. You can download our document outlining the development and creation of the definition and our approach here.

Additional definitions and information on Service Science:

IBM's Definition:

Service Science, Management and Engineering (SSME) is a new multi-disciplinary research and academic effort that integrates aspects of established fields such as computer science, operations research, engineering, management sciences, business strategy, social and cognitive sciences, and legal sciences.

IBM Corporation, through its Research Centers, particularly at Almaden and T. J. Watson, has been a leading catalyst for service science worldwide. Since 2004 the company has sought to energize researchers and businesses globally to devote energies to this emerging discipline. The corporation's vision is captured on its website. "Services Sciences, Management and Engineering (SSME) hopes to bring together ongoing work in computer science, operations research, industrial engineering, business strategy, management sciences, social and cognitive sciences, and legal sciences to develop the skills required in a services-led economy." As it did with computer science in the 1950's, IBM hopes to provide the impetus behind the development of significant research and education to support the global service economies of the present and future.

Wikipedia Definition:

Service Science, Management, and Engineering (SSME) is an interdisciplinary approach to the study, design, and implementation of service systems – complex systems in which specific arrangements of people and technologies take actions that provide value for others. More precisely, SSME has been defined as the application of science, management, and engineering disciplines to tasks that one organization beneficially performs for and with another.

Today, SSME is an urgent call to action for academia, industry, and governments to focus on becoming more systematic about innovation in the service sector, which is the largest sector of the economy in most industrialized nations, and is fast becoming the largest sector in developing nations as well. SSME is also a proposed academic discipline and research area that would complement – rather than replace – the many disciplines that contribute to knowledge about service.

Service Science Publications

Download the White Paper: "Succeeding Through Service Innovation - A service perspective for education, research, business and government."

Services Science Journey: Foundations, Progress, Challenges. Bitner, Brown, Goul, Urban. Arizona State University. This paper is part of the book series: Service Science, Management and Engineering: Education for the 21st Century.

The Kelley School of Business, Indiana University, is celebrating its 50th anniversary of the journal, Business Horizons. In honor of this anniversary, we are happy to feature a preview of a paper entitled "The Service Imperative", by Drs. Mary Jo Bitner and Stephen W. Brown. This paper is featured in the special 50th anniversary editions of Business Horizons.

A new academic discipline needed for the 21st century. Poole (April 6, 2007). Triangle Business Journal.

Academia Dissects the Service Sector, but Is It a Science? (registration required) (NY Times) March 10, 2006

Center for Services Leadership Faculty Abstracts Booklet - This collection of abstracts is representative of the research being conducted by the Center for Services Leadership and Marketing Department faculty at Arizona State University.

Service Science Organizations

The Center for Services Leadership at Arizona State University

Service Research and Innovation Initiative (SRII)

Services Science, Management and Engineering (SSME) at IBM Almaden Research

IBM SSME Academic Initiative - Getting Started

Service Science Presentations

Creating Definitions of Service Science and Service Innovation - The CSL's Approach

Service as Science - Broadening our Perspectives, by Mary Jo Bitner and Stephen W. Brown