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The competitiveness of the service sector is driven by its productivity. Services innovation is essential to enhancing service productivity. This paper first presents a framework for services innovation. The framework consists of three main phases of a service lifecycle (namely, service development, service operation, and service improvement), which are supported by IT infrastructure and service R&D management functions. This paper then identifies major research issues that should be investigated in the near future. The current issues of three representative service industries (namely, healthcare service, telecommunications service, and financial service) are also discussed.

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Surrogate objective based search heuristics to minimize the number of tardy jobs for multi-stage hybrid flow shop scheduling Hyun-Seon Choi ;Hyung-Won Kim ;Dong-Ho Lee pp.257-265

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참고문헌 (68건) : 자료제공( 네이버학술정보 )

참고문헌 목록에 대한 테이블로 번호, 참고문헌, 국회도서관 소장유무로 구성되어 있습니다.
번호 참고문헌 국회도서관 소장유무
1 Ahn, J. H., Cha, K. C., Jun, D. B., and Park, M. H. (2004), Bridging telecommunication service：its concept and related management strategy, Telecommunication Policy, 28(9-10), 733-750. 미소장
2 Learning from the failure: experiences in the Korean telecommunications market 네이버 미소장
3 Proposal of Service CAD System - A Tool for Service Engineering - 네이버 미소장
4 Baek, S. (2007), Introduction to service science, IE Magazine, 14(1), 10-14. 미소장
5 Bullinger, H. J., Fähnrich, K. P., and Meiren, T. (2003), Service engineerin g - methodical development of new service products, International Journal of Production Economics, 85(3), 275-287. 미소장
6 Consumer-Directed Health Care: Early Evidence About Effects On Cost And Quality 네이버 미소장
7 Burns, L. R. (2005), The business of healthcare innovation, Cambridge University Press, Cambridge, UK. 미소장
8 Chang, T. C. (1990), Expert process planning for manufacturing, Addison-Wesley, Reading, MA. 미소장
9 A Six Sigma Methodology and Case Study on Transactional Processes 소장
10 Choi, B. (2006), Process innovation and service competitiveness, CEO Information, Samsung Economic Research Institute. 미소장
11 Choi, J. K. and Yoon, W. J. (2004), Study on customer's response to SLA deployment in telecommunication services industry：focusing on customer's survey on SLA deployment, Proceedings of KSQM 2004, 588-594. 미소장
12 The Improvement of Hospital Food Service in Quality and Customer Satisfaction by Using 6-sigma Strategy 소장
13 Djellal, F., Francoz, D., Gallouj, C., Gallouj, F., and Jacquin, Y. (2003), R&D in services. Science and Public Policy, 30(6), 415-429. 미소장
14 Drucker, P. (2002), Managing in the next society, Truman Talley Books, St. Martin’s Press, New York, NY, 111-129. 미소장
15 Dumas, M., van der Aalst, W.M.P. and ter Hofstede, A.H.M. (2005), Process-aware information systems, John Wiley and Sons, Inc., Hoboken, NJ, 37-60. 미소장
16 The Traits of Successful New Service Development 네이버 미소장
17 Service portraits in service research: a critical review 네이버 미소장
18 Elliott, M. (1997), Controlling model risk, Derivatives Strategy, 20, 50-68. 미소장
19 Fähnrich, K. P. and Meiren, T. (2007), Service engineering：state of the art and future trends, In Spath, D. and Fähnrich, K. P. (Eds), Advances in Services Innovations, Springer, Berlin, Germany. 미소장
20 Fitzsimmons, J. A. and Fitzsimmons, M. J. (2007), Service management： operations, strategy, information technology, 6th ed., McGraw Hill, New York, NY. 미소장
21 INTERACTIONS CAFE
On marketing, words… 네이버		 미소장
22 Telephone Call Centers: Tutorial, Review, and Research Prospects 네이버 미소장
23 Gault, F. D. (1997), Research and development in a service economy, Statistics Canada-63F0002XPB, 12, Science and Technology Redesign Project and Services Division, Analytical Paper Series. 미소장
24 A CAD system for service innovation: integrated representation of function, service activity, and product behaviour 네이버 미소장
25 Henderson, J. W. (2009), Health economics and policy, 4th ed., South-Western Cengage Learning, Mason, OH, 86-89. 미소장
26 Hong, J. S., Jang, J. S., Kim, J. P., Lie, C. H., and Lee, J. S. (2005), Location area design of a cellular network with time-dependent mobile and call arrival rate, Journal of KORMS, 30(3), 119-135. 미소장
27 Hull, J. C. (2009), Options, futures, and other derivatives, Pearson Education, Upper Saddle River, NJ. 미소장
28 Management in pravo = Management and the Law 네이버 미소장
29 Jang, B. Y. (2009), Resolving economic crisis through service R&D, STEPI Insight, 16. 미소장
30 Jung, S. H., Hong, J. W., Chang, W. J., and Lie, C. H. (2007), Performance analysis of a sleep mode operation in the IEEE 802.16e wireless man with M/G/1 multiple vacations model, Journal of Korean Operations and Management Sciences Society, 32(4), 89-99. 미소장
31 Kang, C. M., Lee, J. H., Hong, Y. S., Baik, M. J., Min, S. J., and Park, J. S. (2009), A scenario-based product-service system concept development framework for designing new experiences with products and services, unpublished working paper, Product and Service Engineering Lab, Seoul National University, Seoul, Korea. 미소장
32 Kim, D. H. (2004), A systems approach to quality of service in the telecommunication industry, Proceedings of KSQM (Korean Society of Quality Management), 376-381. 미소장
33 Kim, K. J. (2008), Services innovation：service engineering perspective, Presented at KIET. 미소장
34 Kim, K. J. and Meiren, T. (2009), New service development process, in Introduction to Service Engineering, Karwowski, W. and Salvendy, G. (Eds) Wiley, New York, NY, 253-267. 미소장
35 Kim, K. J., Park, K. T., and Hong, Y. S. (2009), A framework of an innovative product-service system development for sustainable value creation, Project Report - Phase 1, Korea Science Foundation. 미소장
36 An R&D approach for service industry: Develops responsiveness to customer demands 네이버 미소장
37 Korean Government (2006), Plans for enhancing service sector competitiveness. 미소장
38 Korean Government (2008), Strategies for advancing service sector - service progress I -. 미소장
39 Korean Government (2009), Strategies for advancing service sector - service progress III -. 미소장
40 Patient-centered medicine. A professional evolution. 네이버 미소장
41 Maglio, P. P. and Spohrer, J. (2008), Fundamentals of service science, IBM Almaden Research Center. 미소장
42 Maurer, W., Matlus, R. and Frey, N. (2000), A guide to successful SLA development and management, Gartner Group. 미소장
43 Enterprise 2.0: The Dawn of Emergent Collaboration 네이버 미소장
44 Meiren, T. and Karni, R. (2005), ServLab - a laboratory for the support of service research, 18th International Conference on Production Research, Salerno, Italy. 미소장
45 Melnick, E. L., Nayyar, P. R., Pinedo, M. L., and Seshadri, S. (2000), Creating value in financial services, Kluwer Academic Publishers, Norwell, MA. 미소장
46 Research and development (R&D) beyond manufacturing: the strange case of services R&D 네이버 미소장
47 National Academy of Engineering (NAE) and Institute of Medicine (IOM) (2005), Building a better delivery system：a new engineering/ health care partnership, Reid, P. P., Compton, W. D., Grossman, J. H. and Fanjiang, G. (Eds), The National Academies of Press, Washington, D.C. 미소장
48 A typology of mass services: the role of service delivery and consumption purpose in classifying service experiences 네이버 미소장
49 NIST (2005), Measuring service-sector research and development. Gaithersburg, MD：NIST, (Planning report 05-1, prepared by Gallaher, M., Link, A., and Petrusa, Journal of RTI International for NSF and NIST). 미소장
50 A Conceptual Model of Service Quality and Its Implications for Future Research 네이버 미소장
51 Prahalad, C. K. and Ramaswamy, V. (2004), Co-creation experiences： The next practice in value creation, Journal of Interactive Marketing, 18(3), 5-14. 미소장
52 Roh, J. B., Lee, P. H., and Lee, S. H. (2005), Service innovation engine： 6 Sigma, Samsung Economic Research Institute. 미소장
53 Roh, J. H. (2007), Service innovation-service science, IE Magazine, 14(1), 18-21. 미소장
54 Sasser, W. E., Olsen, R. P., and Wyckoff, D. D. (1978), Management of service operations, Allyn and Bacon, London. 미소장
55 SERI (2009), Issues for advancing service sector, CEO Information, 706, Samsung Economic Research Institute. 미소장
56 Service Science Research Group (2009), http://fvortal.cimerr.net/ssme. 미소장
57 Shmueli, G., Patel, N. R., and Bruce, P. C. (2006), Data mining for business intelligence, John Wiley & Sons, Inc., New York, NY. 미소장
58 How to Design a Service 네이버 미소장
59 Shostack, G. L. (1984), Designing services that deliver, Harvard Business Review, 62(1), 133-139. 미소장
60 Shreve, S. E. (2004), Stochastic calculus for finance I：the binomial asset pricing model, Springer-Verlag, New York, NY. 미소장
61 Sturm, R., Morris, W. and Jander, M. (2000), Foundations of service level management, SAMS, Indianapolis, IN. 미소장
62 Teboul, J. (2006), Service is front stage：positioning services for value advantage, Palgrave Macmillan, New York, NY. 미소장
63 Umeda, M. (2006), Web shinkaron, Chikuma Shobo Publishing Co., Japan. 미소장
64 US Department of Health and Human Services (DHHS) (2007), Personalized health care：opportunities, pathways, resources, September 2007. http://www.hhs.gov/myhealthcare/news/. 미소장
65 Whang, I., Chang, D., and Jang, H. S. (2002), A Study on Six Sigma Applications to Financial Industry in Korea, Proceedings of Korea Service Management Society (KSMS). 미소장
66 Engineering Solution of a Basic Call-Center Model 네이버 미소장
67 Zenios, S. (2007), Practical financial optimization：decision making for financial engineers, Blackwell Publishing, Malden, MA. 미소장
68 Zhang, L. J., Zhang, J. and Cai, H. (2007), Services computing, Springer and Tsinghua University Press, New York, NY and Beijing, China. 미소장

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