Handbook of Service Science, Volume II (eng)

Cheryl Kieliszewski is a Research Staff Member at IBM Research - Almaden.  She has extensive research and applied human factors engineering experience investigating human behavior and expectations, and the implication of these on technology and service design.  Her research focuses on understanding the impact of team practices on technological and organizational design to inform the human-system relationship definition within service systems.  Cheryl received her Ph.D. from Virginia Tech in Industrial and Systems Engineering for Human Factors.  Her professional accomplishments include several issued patents, published papers, speaker, and serving as a co-editor of the inaugural "Handbook of Service Science".

Jim Spohrer directs IBM’s open source Artificial Intelligence (AI) efforts.  Previously at IBM, he led Global University Programs, co-founded Almaden Service Research, and was CTO Venture Capital Group.  After his MIT BS in Physics, he developed speech recognition systems at Verbex, an Exxon company, before receiving his Yale PhD in Computer Science/Artificial Intelligence. In the 1990’s, he attained Apple Computers’ Distinguished Engineer Scientist and Technology title for next generation learning platforms.  With over ninety publications and nine patents, he won the Gummesson Service Research award, Vargo and Lusch Service-Dominant Logic award, and a PICMET Fellow for advancing service science.

Kelly Lyons is an Associate Professor and Associate Dean, Academic in the Faculty of Information at the University of Toronto. Prior to joining the Faculty of Information, she was the Program Director of the IBM Toronto Lab Centre for Advanced Studies (CAS). Her current research interests include service science, knowledge mobilization, social media, and collaborative work. Currently, she is focusing on ways in which social media can support human‐to‐ human interactions in service systems and data‐driven knowledge mobilization. Kelly holds a cross‐ appointment with the University of Toronto’s Department of Computer Science and is an IBM Faculty Fellow.

Lia Patrício (B.S., M.B.A., and PhD from University of Porto) is Associate Professor at the University of Porto, where she is the Director of the Master in Service Engineering and Management and lectures in the area of New Service Design and Development. Her research focuses on Service Design and Customer Experience, particularly the design of Technology Enabled Services, Value Networks and ServiceEcosystems. She is currently the Principal Investigator of the Service Design for Innovation Marie Curie - Innovative Training Network. She is Global Faculty Member of the Center for Services Leadership, Arizona State University and Academic Scholar of the Cornell Institute for Healthy Futures. Her research has been published in the Journal of Service Research, Journal of Service Management, Design Studies, Journal of Business Research, among others.

Yuriko Sawatani is Professor of Management at Nagoya University of Commerce and Business, and Director at Entrepreneurship Center. She received her Ph.D. at The University of Tokyo. After working at IBM Research, she received a professor position at Waseda University in 2013, and has the current position since April, 2018. She works in partnership with companies, transforming organizations to digital era. Current work includes MEXT Enhancing Development of Global Entrepreneur Program and its follow-on program. Her research investigates the design function of companies focusing on Service Design, Innovation Management and Entrepreneurship.