{"id":"https://openalex.org/W4244605259","doi":"https://doi.org/10.1145/1139922.1139944","title":"Introduction","display_name":"Introduction","publication_year":2006,"publication_date":"2006-07-01","ids":{"openalex":"https://openalex.org/W4244605259","doi":"https://doi.org/10.1145/1139922.1139944"},"language":"en","primary_location":{"id":"doi:10.1145/1139922.1139944","is_oa":false,"landing_page_url":"https://doi.org/10.1145/1139922.1139944","pdf_url":null,"source":{"id":"https://openalex.org/S103482838","display_name":"Communications of the ACM","issn_l":"0001-0782","issn":["0001-0782","1557-7317"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310319798","host_organization_name":"Association for Computing Machinery","host_organization_lineage":["https://openalex.org/P4310319798"],"host_organization_lineage_names":["Association for Computing Machinery"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Communications of the ACM","raw_type":"journal-article"},"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5005597610","display_name":"Jim Spohrer","orcid":"https://orcid.org/0000-0002-9864-2735"},"institutions":[{"id":"https://openalex.org/I4210085935","display_name":"IBM Research - Almaden","ror":"https://ror.org/005w8dd04","country_code":"US","type":"facility","lineage":["https://openalex.org/I1341412227","https://openalex.org/I4210085935","https://openalex.org/I4210114115"]}],"countries":["US"],"is_corresponding":true,"raw_author_name":"Jim Spohrer","raw_affiliation_strings":["IBM Almaden Services Research Center, San Jose, CA"],"affiliations":[{"raw_affiliation_string":"IBM Almaden Services Research Center, San Jose, CA","institution_ids":["https://openalex.org/I4210085935"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5032717740","display_name":"Doug Riecken","orcid":null},"institutions":[{"id":"https://openalex.org/I4210114115","display_name":"IBM Research - Thomas J. Watson Research Center","ror":"https://ror.org/0265w5591","country_code":"US","type":"facility","lineage":["https://openalex.org/I1341412227","https://openalex.org/I4210114115"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"Doug Riecken","raw_affiliation_strings":["IBM Thomas J. Watson Research Center, Yorktown Heights, NY"],"affiliations":[{"raw_affiliation_string":"IBM Thomas J. Watson Research Center, Yorktown Heights, NY","institution_ids":["https://openalex.org/I4210114115"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":2,"corresponding_author_ids":["https://openalex.org/A5005597610"],"corresponding_institution_ids":["https://openalex.org/I4210085935"],"apc_list":null,"apc_paid":null,"fwci":23.7942,"has_fulltext":false,"cited_by_count":68,"citation_normalized_percentile":{"value":0.9935599,"is_in_top_1_percent":true,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":90,"max":99},"biblio":{"volume":"49","issue":"7","first_page":"30","last_page":"32"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T11114","display_name":"Service and Product Innovation","score":0.9998000264167786,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T11114","display_name":"Service and Product Innovation","score":0.9998000264167786,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9918000102043152,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T11024","display_name":"Information Systems Theories and Implementation","score":0.9871000051498413,"subfield":{"id":"https://openalex.org/subfields/3312","display_name":"Sociology and Political Science"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/industrialization-of-services-business-model","display_name":"Industrialization of services business model","score":0.6962935924530029},{"id":"https://openalex.org/keywords/services-computing","display_name":"Services computing","score":0.6434631943702698},{"id":"https://openalex.org/keywords/service","display_name":"Service (business)","score":0.5553556084632874},{"id":"https://openalex.org/keywords/pace","display_name":"Pace","score":0.4902341961860657},{"id":"https://openalex.org/keywords/the-internet","display_name":"The Internet","score":0.47023341059684753},{"id":"https://openalex.org/keywords/service-design","display_name":"Service design","score":0.46793362498283386},{"id":"https://openalex.org/keywords/service-innovation","display_name":"Service innovation","score":0.460128515958786},{"id":"https://openalex.org/keywords/business-model","display_name":"Business model","score":0.4478430151939392},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.4396059215068817},{"id":"https://openalex.org/keywords/service-orientation","display_name":"Service-orientation","score":0.42164623737335205},{"id":"https://openalex.org/keywords/knowledge-management","display_name":"Knowledge management","score":0.41148635745048523},{"id":"https://openalex.org/keywords/service-delivery-framework","display_name":"Service delivery framework","score":0.38001182675361633},{"id":"https://openalex.org/keywords/web-service","display_name":"Web service","score":0.32948988676071167},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.3281534016132355},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.2629523277282715},{"id":"https://openalex.org/keywords/electronic-business","display_name":"Electronic business","score":0.24401432275772095},{"id":"https://openalex.org/keywords/world-wide-web","display_name":"World Wide Web","score":0.19148916006088257},{"id":"https://openalex.org/keywords/business-relationship-management","display_name":"Business relationship management","score":0.10475209355354309}],"concepts":[{"id":"https://openalex.org/C81286331","wikidata":"https://www.wikidata.org/wiki/Q6028047","display_name":"Industrialization of services business model","level":5,"score":0.6962935924530029},{"id":"https://openalex.org/C542858634","wikidata":"https://www.wikidata.org/wiki/Q7455845","display_name":"Services computing","level":3,"score":0.6434631943702698},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.5553556084632874},{"id":"https://openalex.org/C2777526511","wikidata":"https://www.wikidata.org/wiki/Q691543","display_name":"Pace","level":2,"score":0.4902341961860657},{"id":"https://openalex.org/C110875604","wikidata":"https://www.wikidata.org/wiki/Q75","display_name":"The Internet","level":2,"score":0.47023341059684753},{"id":"https://openalex.org/C61063171","wikidata":"https://www.wikidata.org/wiki/Q532781","display_name":"Service design","level":4,"score":0.46793362498283386},{"id":"https://openalex.org/C3307092","wikidata":"https://www.wikidata.org/wiki/Q6532095","display_name":"Service innovation","level":3,"score":0.460128515958786},{"id":"https://openalex.org/C4216890","wikidata":"https://www.wikidata.org/wiki/Q815823","display_name":"Business model","level":2,"score":0.4478430151939392},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.4396059215068817},{"id":"https://openalex.org/C2776098720","wikidata":"https://www.wikidata.org/wiki/Q7455633","display_name":"Service-orientation","level":3,"score":0.42164623737335205},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.41148635745048523},{"id":"https://openalex.org/C68595000","wikidata":"https://www.wikidata.org/wiki/Q2274177","display_name":"Service delivery framework","level":3,"score":0.38001182675361633},{"id":"https://openalex.org/C35578498","wikidata":"https://www.wikidata.org/wiki/Q193424","display_name":"Web service","level":2,"score":0.32948988676071167},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.3281534016132355},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.2629523277282715},{"id":"https://openalex.org/C65257409","wikidata":"https://www.wikidata.org/wiki/Q734253","display_name":"Electronic business","level":3,"score":0.24401432275772095},{"id":"https://openalex.org/C136764020","wikidata":"https://www.wikidata.org/wiki/Q466","display_name":"World Wide Web","level":1,"score":0.19148916006088257},{"id":"https://openalex.org/C199364280","wikidata":"https://www.wikidata.org/wiki/Q5001929","display_name":"Business relationship management","level":4,"score":0.10475209355354309},{"id":"https://openalex.org/C205649164","wikidata":"https://www.wikidata.org/wiki/Q1071","display_name":"Geography","level":0,"score":0.0},{"id":"https://openalex.org/C13280743","wikidata":"https://www.wikidata.org/wiki/Q131089","display_name":"Geodesy","level":1,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1145/1139922.1139944","is_oa":false,"landing_page_url":"https://doi.org/10.1145/1139922.1139944","pdf_url":null,"source":{"id":"https://openalex.org/S103482838","display_name":"Communications of the ACM","issn_l":"0001-0782","issn":["0001-0782","1557-7317"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310319798","host_organization_name":"Association for Computing Machinery","host_organization_lineage":["https://openalex.org/P4310319798"],"host_organization_lineage_names":["Association for Computing Machinery"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Communications of the ACM","raw_type":"journal-article"}],"best_oa_location":null,"sustainable_development_goals":[{"display_name":"Industry, innovation and infrastructure","score":0.6499999761581421,"id":"https://metadata.un.org/sdg/9"}],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":90,"referenced_works":["https://openalex.org/W128033230","https://openalex.org/W169794968","https://openalex.org/W397370801","https://openalex.org/W567874639","https://openalex.org/W578300925","https://openalex.org/W578584382","https://openalex.org/W1497856011","https://openalex.org/W1534198929","https://openalex.org/W1540940861","https://openalex.org/W1549054775","https://openalex.org/W1551905080","https://openalex.org/W1556261887","https://openalex.org/W1608238977","https://openalex.org/W1964735047","https://openalex.org/W1965868677","https://openalex.org/W1967042038","https://openalex.org/W1967564341","https://openalex.org/W1970441067","https://openalex.org/W1970955382","https://openalex.org/W1972755324","https://openalex.org/W1975352827","https://openalex.org/W1975525977","https://openalex.org/W1988640842","https://openalex.org/W1996293917","https://openalex.org/W2004201361","https://openalex.org/W2023760245","https://openalex.org/W2050768357","https://openalex.org/W2065231053","https://openalex.org/W2107971134","https://openalex.org/W2118953194","https://openalex.org/W2119748171","https://openalex.org/W2135526934","https://openalex.org/W2135866537","https://openalex.org/W2137112378","https://openalex.org/W2140877597","https://openalex.org/W2142418121","https://openalex.org/W2145251909","https://openalex.org/W2145785612","https://openalex.org/W2146257737","https://openalex.org/W2150194963","https://openalex.org/W2150704630","https://openalex.org/W2151517224","https://openalex.org/W2151527246","https://openalex.org/W2156576935","https://openalex.org/W2158139600","https://openalex.org/W2168605160","https://openalex.org/W2317866279","https://openalex.org/W2329029318","https://openalex.org/W2490979969","https://openalex.org/W2789682599","https://openalex.org/W2795705015","https://openalex.org/W3104060564","https://openalex.org/W3124355776","https://openalex.org/W3125048458","https://openalex.org/W4211136176","https://openalex.org/W4230900875","https://openalex.org/W4236361279","https://openalex.org/W4238208558","https://openalex.org/W4240671868","https://openalex.org/W4240983158","https://openalex.org/W4240991674","https://openalex.org/W4251859756","https://openalex.org/W4388147587","https://openalex.org/W4415552746","https://openalex.org/W6600315368","https://openalex.org/W6600453191","https://openalex.org/W6600853261","https://openalex.org/W6601176438","https://openalex.org/W6602257480","https://openalex.org/W6611600038","https://openalex.org/W6613434927","https://openalex.org/W6628108609","https://openalex.org/W6629106141","https://openalex.org/W6629779538","https://openalex.org/W6631905963","https://openalex.org/W6638169752","https://openalex.org/W6638404845","https://openalex.org/W6682021720","https://openalex.org/W6699890134","https://openalex.org/W6699992668","https://openalex.org/W6776540556","https://openalex.org/W6814114051","https://openalex.org/W6815606191","https://openalex.org/W6821538816","https://openalex.org/W6822540447","https://openalex.org/W6822926288","https://openalex.org/W6829242218","https://openalex.org/W6838008660","https://openalex.org/W6864274646","https://openalex.org/W6883147674"],"related_works":["https://openalex.org/W2144473087","https://openalex.org/W2772445908","https://openalex.org/W2786560632","https://openalex.org/W2104564874","https://openalex.org/W4237454108","https://openalex.org/W2137222974","https://openalex.org/W2901901604","https://openalex.org/W1602476758","https://openalex.org/W2324515414","https://openalex.org/W3123398548"],"abstract_inverted_index":{"This":[0],"special":[1],"section":[2],"on":[3],"services":[4,15,37,128],"science":[5],"is":[6,33,43],"intended":[7],"to":[8,47,61,107,111,121],"broaden":[9],"and":[10,16,38,81,98,114,124,129,151],"challenge":[11],"traditional":[12],"thinking":[13],"about":[14,119],"service":[17,56,92,144,163],"innovation.":[18],"To":[19],"the":[20,30,51,55,70,76,79,82,89,140,157],"majority":[21],"of":[22,50,54,78,85,91,143,159,162],"computer":[23],"scientists,":[24],"whether":[25],"in":[26,65,103,109],"academia":[27],"or":[28],"industry,":[29],"term":[31],"\"services\"":[32],"associated":[34],"with":[35],"Web":[36],"service-oriented":[39],"architectures.":[40],"However,":[41],"there":[42],"a":[44,96],"broader":[45],"story":[46],"be":[48],"told":[49],"remarkable":[52],"growth":[53,77],"sector,":[57],"which":[58,146],"has":[59,132],"come":[60],"dominate":[62],"economic":[63],"activity":[64],"most":[66],"advanced":[67],"economies":[68],"over":[69],"last":[71],"50":[72],"years.Globalization,":[73],"increasing":[74],"automation,":[75],"Internet,":[80],"dynamic":[83],"componentization":[84],"business":[86,113,130],"are":[87,138],"driving":[88],"reconfiguration":[90],"value":[93,116],"networks":[94],"at":[95],"scale":[97],"pace":[99],"never":[100,133],"before":[101],"seen":[102],"history.":[104],"The":[105,136],"opportunity":[106],"innovate":[108],"services,":[110,131],"realize":[112],"societal":[115],"from":[117],"knowledge":[118],"service,":[120],"research,":[122],"develop,":[123],"deliver":[125],"new":[126],"information":[127],"been":[134],"greater.":[135],"challenges":[137],"both":[139],"multidisciplinary":[141],"nature":[142],"innovation,":[145],"combines":[147],"business,":[148],"technology,":[149],"social-organizational,":[150],"demand":[152],"innovation":[153],"as":[154,156],"well":[155],"lack":[158],"formal":[160],"representations":[161],"systems.":[164]},"counts_by_year":[{"year":2018,"cited_by_count":1},{"year":2017,"cited_by_count":1},{"year":2016,"cited_by_count":1},{"year":2015,"cited_by_count":2},{"year":2014,"cited_by_count":2},{"year":2013,"cited_by_count":9},{"year":2012,"cited_by_count":7}],"updated_date":"2025-11-06T03:46:38.306776","created_date":"2022-05-12T00:00:00"}