Course Description

OLM 7003
Service Science Management and
During the last twenty years most industrial and manufacturing economies have evolved into service and information-based economies. To advance this transformation within organizations a new, interdisciplinary field of “service science” has emerged that combines the relevant knowledge of science, business and technology. The literature and best practices of this emerging field are analyzed including the nature of service systems and their development, the management of systematic transformation, and strategic service management planning. A key dimension of service science to be examined is service innovation that will increase productivity and efficiencies, will grow revenues by developing new services, and will improve the service experience to increase customer loyalty and market share.