Pacific Asia Journal of the Association for Information Systems


In 2004, IBM launched the campaign to promote service science, management, and engineering (SSME) because the company found the revenue from services exceeded that from computing machine manufacturing. The main goal of SSME is to improve the quality of technology-enabled service systems by applying scientific, management, and engineering knowledge to make the performance of service more predictable. In fact, this can be seen as a general trend when more and more companies outsource their manufacturing processes to China and India. Similar cases such as Otis also have successfully shifted their core business from manufacturing to services. Service enhancement and co-production are clearly new trends in the near future. As most new services are IT-enabled or IT-embedded, service science is also a fertile ground for IS research.