The evolution and discovery of services science in business schools

M J Bitner, Stephen W. Brown

Research output: Contribution to journalArticle

90 Citations (Scopus)

Abstract

The importance and development of services sciences knowledge and education in business schools are discussed. Services research and courses exist within the human resources and operations management areas. The dominant topics in services marketing includes customer-defined service quality, customer satisfaction and loyalty, service encounters, service recovery, and customer participation in service delivery. It is common to find isolated services courses within marketing and operations departments rather than truly cross-disciplinary, integrated service curricula. Executive education in service management is also in demand, in addition to MBA and undergraduate curriculum in services management. There is an emerging need among experienced executives and managers for business services knowledge. InCISE and a new School of Computing and Informatics are leading an effort to enable interdisciplinary innovation centered around computing and information sciences.

Original languageEnglish (US)
Pages (from-to)73-78
Number of pages6
JournalCommunications of the ACM
Volume49
Issue number7
DOIs
StatePublished - 2006

Fingerprint

Curricula
Marketing
Education
Industry
Information science
Customer satisfaction
Managers
Service Management
Innovation
Personnel
Recovery
Customers
Human Resource Management
Business
Operations Management
Customer Satisfaction
Service Quality
Computing
Knowledge
Curriculum

ASJC Scopus subject areas

  • Hardware and Architecture
  • Computer Graphics and Computer-Aided Design
  • Software
  • Theoretical Computer Science
  • Computational Theory and Mathematics

Cite this

The evolution and discovery of services science in business schools. / Bitner, M J; Brown, Stephen W.

In: Communications of the ACM, Vol. 49, No. 7, 2006, p. 73-78.

Research output: Contribution to journalArticle

Bitner, M J ; Brown, Stephen W. / The evolution and discovery of services science in business schools. In: Communications of the ACM. 2006 ; Vol. 49, No. 7. pp. 73-78.
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