Universität Wien

040016 KU Service Science (MA) (2020S)

4.00 ECTS (2.00 SWS), SPL 4 - Wirtschaftswissenschaften
Continuous assessment of course work

http://bwl.univie.ac.at/ebusiness/lehre/
Moodle

Registration/Deregistration

Note: The time of your registration within the registration period has no effect on the allocation of places (no first come, first served).

Details

max. 40 participants
Language: English

Lecturers

Classes (iCal) - next class is marked with N

ATTENTION:
Adaptions of the syllabus caused by closing of the university building are announced via MOODLE or e-mail.

Friday 13.03. 18:30 - 20:00 Seminarraum 14 Oskar-Morgenstern-Platz 1 2.Stock
Friday 20.03. 18:30 - 20:00 Seminarraum 14 Oskar-Morgenstern-Platz 1 2.Stock
Friday 27.03. 18:30 - 20:00 Seminarraum 14 Oskar-Morgenstern-Platz 1 2.Stock
Friday 03.04. 18:30 - 20:00 Seminarraum 14 Oskar-Morgenstern-Platz 1 2.Stock
Friday 24.04. 18:30 - 20:00 Seminarraum 14 Oskar-Morgenstern-Platz 1 2.Stock
Friday 08.05. 18:30 - 20:00 Seminarraum 14 Oskar-Morgenstern-Platz 1 2.Stock
Friday 15.05. 18:30 - 20:00 Seminarraum 14 Oskar-Morgenstern-Platz 1 2.Stock
Friday 22.05. 18:30 - 20:00 Seminarraum 14 Oskar-Morgenstern-Platz 1 2.Stock
Friday 29.05. 18:30 - 20:00 Seminarraum 14 Oskar-Morgenstern-Platz 1 2.Stock
Friday 05.06. 18:30 - 20:00 Seminarraum 14 Oskar-Morgenstern-Platz 1 2.Stock
Friday 12.06. 18:30 - 20:00 Seminarraum 14 Oskar-Morgenstern-Platz 1 2.Stock
Friday 19.06. 18:30 - 20:00 Seminarraum 14 Oskar-Morgenstern-Platz 1 2.Stock
Friday 26.06. 18:30 - 20:00 Seminarraum 14 Oskar-Morgenstern-Platz 1 2.Stock

Information

Aims, contents and method of the course

Services Science is the interdisciplinary application of:
• science,
• engineering, and
• management

for the purpose of improving services.

Services Science contributes to the systematic innovation and improved productivity, and is the guiding force for the improvement of services through improved
• predictability in the productivity,
• quality,
• performance,
• compliance,
• development,
• reusability of knowledge, and
• operational innovation in services.

Accordingly, the objective of the “Service Science” course of is to provide students with the qualitative and quantitative skills necessary to model key decisions and performance metrics associated with services, including
• management of resources,
• distribution of goods and services to customers, and
• analysis and design of service systems.

This course covers several aspects of Service Science including:
• service systems,
• modeling,
• Innovation,
• service-oriented architectures,
• services economics

Assessment and permitted materials

Assessment main purposes are to encourage course students learning, to make judgements about student achievements, and to monitor the effectiveness of the learning environment.

The following rules are used when grading this course:
• If student can be awarded credit for the modules studied
• If student did enough to move on to the next stage of the course
• If student did enough to pass the course
• If student need reassessment
• If student is eligible to receive a merit or distinction

Minimum requirements and assessment criteria

• Final report in “ppt and word” format – 20%
• Presentation of findings in class – 20 %
• Make a short description and find relevant data - 15%
• Find relevant literature - 15%
• Build a math model - 15%
• Tests/Experiments with model and Conclude results - 15%

Examination topics

• Comprehend how researchers and practitioners are defining services and service science
• Comprehend service science through own experiences
• Understand theories that are emerging in the area of service science and identify current limitations in applying those theories
• Distinguish the multidisciplinary aspects of service science
• Describe ways in which technology is providing innovations in services
• Relate modeling techniques to services and service systems

Reading list

Daskin, Mark S., Service Science, 1. Edition, John Wiley & Sons, November 2010.
Katzan Harry Jr, Service Science: Concepts, Technology, Management, iUniverse, Incorporated, November 2008.
Maglio Paul and Spohrer Jim, Fundamentals of service science, Journal of the Academy of Marketing Science, Vol. 36, Iss. 1, 2008.
Machuca, J.A.D., González-Zamora, M. del M., Aguilar-Escobar, V.G., 2007. Service Operations Management research. Journal of Operations Management 25, 585–603. https://doi.org/10.1016/j.jom.2006.04.005
Cardoso J, Fromm H, Nickel S, Satzger G, Studer R, Weinhardt C (eds) (2015) Fundamentals of Service Systems, 1st ed. 2015 edition. Springer, New York, NY
Cinquini L, Minin AD, Varaldo R (eds) (2013) New Business Models and Value Creation: A Service Science Perspective, 2013 edition. Springer, Milano
Demirkan H, Spohrer JC, Krishna V (eds) (2011b) The Science of Service Systems, 2011 edition. Springer, New York, NY
Huo J, Hong Z (2013b) Service Science in China, 2013 edition. Springer, Heidelberg
Ivanov I, Sinderen M van, Shishkov B (eds) (2012) Cloud Computing and Services Science, 2012 edition. Springer, New York
Kohtamäki M, Baines T, Rabetino R, Bigdeli AZ (eds) (2018) Practices and Tools for Servitization: Managing Service Transition, 1st ed. 2018 edition. Palgrave Macmillan, New York, NY
Kwan SK, Spohrer JC, Sawatani Y (eds) (2016) Global Perspectives on Service Science: Japan, 1st ed. 2016 edition. Springer, New York
Liu B (2014) Advances in Services Science and Services Information Technology. WIT Press / Computational Mechanics, S.l.
Macaulay LA, Miles I, Wilby J, Tan YL, Zhao L, Theodoulidis B (eds) (2014) Case Studies in Service Innovation, 2012 edition. Springer
Maglio PP, Kieliszewski CA, Spohrer JC, Lyons K, Patrício L, Sawatani Y (eds) (2018) Handbook of Service Science, Volume II, 1st ed. 2019 edition. Springer, Cham, Switzerland

Association in the course directory

Last modified: Mo 07.09.2020 15:19