Extreme Blue  Bootcamp # I at IBM Almaden Research Center
Some of the materials are from Chapter 1-6 of Service Management[1]
and Service is Front Stage[2]. 		Service Examples:
  1. Service System Framework (Kwan-Min)
    • Customer, Service Provider, Service Experience
    • Service Systems Network and Service Supply Network
    • Service System Worldview - stakeholders, competitors, partners, community, society
    • Complexity and Dynamism of Service Systems - Changes and Sustainability
    • Factor Affecting the Evolution of Service Systems
  2. New Service Development
    • Strategic Considerations for Services
    • Porter's Competitive Forces and Generic Strategy Model
  3. Service Quality
    • Service Quality as a Surrogate Measure for Value
    • Analysis of a Service Quality Gap
    • Service Quality Case Study:   888
References
[1] Jams A. Fitzsimmons and Mona J. Fitzsimmons, Service Management: Operations, Strategy, Information Technology, 6th Edition, McGraw-Hill Irwin, 2008, ISBN: 978-0-07-337783-4 (with student CD).

[2] James Teboul, Service is Front Stage: Positioning Services for Value Advantage, Palgrave MacMillan, 2006, ISBN: 13:978-0-230-00660-7. (available on Amazon.com)