FIS2306 Winter 2009 Extended Reading List

Jim Spohrer, Paul P. Maglio, John Bailey, Daniel Gruhl, “Steps Toward a Science of Service Systems,” Computer, vol. 40,  no. 1,  pp. 71-77,  Jan.,  2007.  

John Mylopoulos, “Information Modeling in the Time of the Revolution”, Information Systems, Vol. 23, No. 3/4, 172—155, 1998.

R.C. Ford, D.E. Bowen, “A service-dominant logic for management education: It's time”, Academy of Management Learning & Education, Vol. 7, No. 2, 2008, 224-243

Wil M.P. van der Aalst, Arthur H.M. ter Hofstede, and Mathias Weske, “Business Process Management: A Survey”,  in W.M.P. van der Aalst et al. (Eds.): Business Process Management 2003, Lecture Notes in Computer Science 2678, pp. 1–12, 2003.

Scott E. Sampson, Craig M. Froehle, “Foundations and Implications of a Proposed Unified Services Theory,” Production and Operations Management, vol. 15, no. 2, pp. 329-343, Summer 2006. 

Mamdouh Ibrahim, Kerrie Holley, Nicolai M. Josuttis, Brenda Michelson, Dave Thomas, John deVadoss, “Panel: The Future of SOA: What worked, what didn’t, and where is it going from here?”, OOPSLA’07 October 21–25, 2007, Montréal, Québec, Canada

 R. J. Glushko and L. Tabas, "Bridging the 'Front Stage' and 'Back Stage' in Service System Design", Proceedings of the 41st Hawaii International Conference on System Sciences, Jan. 2008

J. Spohrer, S. L. Vargo, N. Caswell, and P. P. Maglio, "The Service System is the Basic Abstraction of Service Science", Proceedings of the 41st Hawaii International Conference on System Sciences, Jan. 2008

K. Vergidis, A. Tiwari, and B. Majeed, "Business Process Analysis and Optimization: Beyond Reengineering", IEEE Transactions on Systems, Man, and Cybernetics -- Part C: Applications and Reviews, Vol. 38, No. 1, January 2008, 69-82

R. Aguilar-Saven, "Business Process Modeling: Review and Framework", International Journal of Production Economics, Vol. 90, 2004, 129-149

Olivier Glassey, “A Case Study on Process Modelling — Three Questions and Three Techniques”, Decision Support Systems, Vol. 44, 2008, 842–853.

Wang, ZJ; Xu, XF. 2008. Ontology-based service component model for interoperability of service systems. Enterprise Interoperability III: New Challenges and Industrial Approaches: 367-380, edited by Mertins, K; Ruggaber, R; Popplewell, K; Xu, XF, Presented at 4th International Conference on Interoperability for Enterprise Software and Applications (I-ESA 2008) in Berlin, Germany, Mar 26-28, 2008.

 Janner, T,    Schroth, C,   Schmid, B, “Modelling Service Systems for Collaborative Innovation in the Enterprise Software Industry - The St. Gallen Media Reference Model Applied”, Proceedings of the IEEE International Conference on Services Computing,  Vol. 2, July 08-11, 2008, Honolulu, HI.

Berry, L.L.; Shankar, V.; Parish. J.T.; Cadwallader, S.; and Dotzel, T. (2006), “Creating New Markets through Service Innovation”, MIT Sloan Management Review, Vol. 47, No. 2, Winter 2006, pp. 56-63.

Alter, S. 2008. Service system innovation. Information Technology in the Service Economy: Challenges and Possibilities for The 21st Century 267: 61-80. edited by Barrett, M; Davidson, E; Middleton, C; DeGross, JI, presented at International Working Conference on Information Technology in the Service Economy - Challenges and Possibilities for the 21st Century in Toronto, Canada, Aug. 10-13, 2008.

Lia Patricio, Raymond P. Fisk, Joao Falcao e Cunha, “Designing Multi-Interface Service Experiences – The Service Experience Blueprint”, Journal of Service Research, Volume 10, No. 4, May 2008, 318—334

Mary Jo Bitner, Stephen W Brown, Matthew L Meuter, “Technology infusion in service encounters”, Academy of Marketing Science, Winter 2000, Vol. 28, No. 1, 2000, 138—149.

N. Carr, “IT Doesn’t Matter”, Harvard Business Review, May 2003, Vol. 81 Issue 5, 41—49.

H. K. Kim, K. Lyons, M. A. Cunningham, “Towards a Theoretically-Grounded Framework for Evaluating Immersive Business Models and Applications: Analysis of Ventures in Second Life”, Journal of Virtual Worlds Research, Vol. 1, No. 1, July 2008

Dimitris Gavrilis, Constantia Kakali, and Christos Papatheodorou,  Enhancing Library Services with Web 2.0 Functionalities”, B. Christensen-Dalsgaard et al. (Eds.): Research and Advanced Technology for Digital Libraries, Lecture Notes in Computer Science, Vol. 5173, 2008, 148–159.

R. High Jr., S. Kinder, and S. Graham, “IBM’s SOA Foundation: An Architectural Introduction and Overview (Version 1.0)”, Whitepaper available for download here:

K. Kontogiannis, G. Lewis, M. Litoiu, H. Muller, S. Schuster, D. Smith & E. Stroulia, “The Landscape of Service-Oriented Systems: A Research Perspective,” Proceedings of the Workshop on Systems Development in SOA Environments (SDSOA 2007), 29th International Conference on Software Engineering (ICSE 2007), Minneapolis, MN, USA, May 21, 2007

Amit Sheth, Kunal Verma, Karthik Gomadam, “Semantics to energize the full services spectrum,” Communications of the ACM, vol. 49, no. 7, pp. 55-61, July, 2006.

Case study: “Engineering Systems Solutions to Real World Challenges”    Video at:

Case study: “Systems Solutions to Real World Challenges at NYPD: The Real-Time Crime Center”

Case study: “Engineering Systems Solutions to Real World Challenges in Media and Entertainment: Threshold Animation Studios”

Case study: “Engineering Systems Solutions to Real World Challenges in Healthcare”  Video at:

IfM and IBM. (2008). Succeeding through service innovation: A service perspective for education, research, business and government. Cambridge, United Kingdom: University of Cambridge Institute for Manufacturing. ISBN: 978-1-902546-65-0.

N. V. Flor and P. P. Maglio, “Modeling business representational activity online: A case study of a customer-centered business”, Knowledge-Based Systems 17 (2004) 39-56.  Presents a method for helping a service business take advantage of interactive capabilities of online technologies

R. J. Glushko, “Designing a service science discipline with discipline,” IBM Systems Journal, Vol. 47, No.1, 2008,  15—27

Abe, Tadahiko. “What is ‘service science?’” Fujitsu Research Institute. 8 March 2005.

S. Alter, “Service system fundamentals: Work system, value chain, and life cycle”, IBM Systems Journal, Vol. 47, No. 1, January 2008.

R. C. Basole and W. B. Rouse, “Complexity of service value networks: Conceptualization and empirical investigation”, IBM Systems Journal, Vol. 47, No. 1, January 2008.

Berg, Daniel and James M. Tien. “Services research and education.” Department of Decision Sciences and Engineering Systems: Rensselaer Polytechnic Institute.

Bitner, Mary Jo, and Stephen W. Brown. “The evolution and discovery of services science in business schools.” Communications of the ACM 49.7 (2006): 73-78.

N. S. Caswell, C. Nikolaou, J. Sairamesh, M. Bitsaki, G. D. Koutras, and G. Iacovidis, “Estimating value in service systems: A case study of a repair service system”, IBM Systems Journal, Vol. 47, No. 1, January 2008.

Chesbrough, Henry, and Jim Spohrer. “A research manifesto for services science.” Communications of the ACM 49.7 (2006): 35-40.

Chesbrough, H. “Breakthrough Ideas for 2005: Toward a new Science of Services.” Harvard Business Review. Boston: HBS Publishing, February 2005.

R. J. Clarke and A. G. Nilsson, “Business services as communication patterns: A work practice approach for analyzing service encounters”, IBM Systems Journal, Vol. 47, No. 1, January 2008.

M. M. Davis and I. Berdrow, “Service science: Catalyst for change in business school curricula”, IBM Systems Journal, Vol. 47, No. 1, January 2008.

Dietrich, Brenda. “Resource planning for business services.” Communications of the ACM 49.7 (2006): 62-64.

Fein, Louis. “The role of the University in computers, data processing, and related fields.” Communications of the ACM 2.9 (1959): 7-14.

Fitzsimmons and Fitzsimmons. Service Management (6th ed). New York, NY: McGraw-Hill. (ON-ORDER)

J. Hickey and J. Siegel, “Improving service delivery through integrated quality initiatives: A case study”, IBM Systems Journal, Vol. 47, No. 1, January 2008.

Khalaf, R., Keller, A., Leymann, F., "Business processes for Web Services: Principles and applications", IBM Systems Journal, Vo. 45, No. 2, 2006, pp 425 -- 446

Khazanchi, Deepak, and Bjorn Erik Munkvold. “Is information system a science? An inquiry into the nature of the information systems discipline.” ACM SIGMIS 31.3 (2000): 24-42.

R. C. Larson, “Service science: At the intersection of management, social, and engineering sciences”, IBM Systems Journal, Vol. 47, No. 1, January 2008.           

N. Leon and A. Davies, “Managed service paradox”, IBM Systems Journal, Vol. 47, No. 1, January 2008.

Leymann, F., D Roller, MT Schmidt. “Web services and business process management.” IBM Systems Journal 41.2 (2002).

R. F. Lusch, S. L. Vargo, and G. Wessels, “Toward a conceptual foundation for service science: Contributions from service-dominant logic”, IBM Systems Journal, Vol. 47, No. 1, January 2008.

I. Miles, “Patterns of innovation in service industries”, IBM Systems Journal, Vol. 47, No. 1, January 2008.

Orriens, Bart, and Jian Yang. “Establishing and maintaining compatibility in service oriented business collaboration.” ACM International Conference Proceeding Series 113 (2005): 446-453.

Paulson, Linda D. “Services science: a new field for today’s economy.” IEEE Computer Magazine. August 2006: 18-21.

O. Pitkänen, P. Virtanen, and J. Kemppinen, “Legal research topics in user-centric services”, IBM Systems Journal, Vol. 47, No. 1, January 2008.

Pitt, Leyland F., Richard T. Watson, and C. Bruce Kavan. “Service quality: a measure of information systems effectiveness.” MIS Quarterly 19.2 (1995): 173-187.

Rouse, William B., and Marietta L. Baba. “Enterprise transformation.” Communications of the ACM 49.7 (2006): 66-72.

Rust, Roland. “A call for a wider range of service research.” Journal of Service Research 6:3 (2004): 211.

Rust, Ronald T., and Carol Miu. “What academic research tells us about service.” Communications of the ACM 49.7 (2006): 49-54.

Sampson. Understanding Service Businesses. New York, NY: John Wiley. 2001. (ON-ORDER)

Spohrer, Jim, and Doug Riecken. “Services Science: Introduction.” Communications of the ACM 49.7 (2006): 30-32.

Spohrer, J. and P. Maglio. “The Emergence of Service Science: Toward systematic service innovations to accelerate co-creation of value.” IBM. Manuscript available at:

Sheehan, Jerry. “Understanding service sector innovation.” Communications of the ACM 49.7 (2006): 43-47.

C. H. Tian, B. K. Ray, J. Lee, R. Cao, and W. Ding, “BEAM: A framework for business ecosystem analysis and modeling”, IBM Systems Journal, Vol. 47, No. 1, January 2008.

Tien, J.M. and D. Berg. “A case for service systems engineering.” Journal of Systems Science and Systems Engineering 12:1 (2003).

R. Verma, G. R. Plaschka, B. Hanlon, A. Livingston, and K. Kalcher, “Predicting customer choice in services using discrete choice analysis”, IBM Systems Journal, Vol. 47, No. 1, January 2008.