Unified Service Theory resources

• Dr. Sampson's on-line Understanding Service Businesses book.
  • This book is available online at the link above.
  • It is available in print form from Amazon.com for about US$35.
  • Beware about ordering used versions, since the book contains tear-out exercises that may be missing.
• The Sampson/Froehle 2006 article on the Unified Services Theory (153K PDF file).
• This article is a good introduction to the Unified Service Theory.
• Sampson's 2000 IJSIM article on "Customer-Supplier Duality in Bidirectional Supply Chains" (453K PDF file).
• This is Dr. Sampson's first published article on the Unified Service Theory. It provides a basic introduction to service operations, service supply chains, and the UST.

Resources for PCN Analysis

• Introduction to PCN Analysis reading (497K PDF file).
• This is an excerpt from Sampson's May 2012 Journal of Service Research article titled "Visualizing Service Operations."
• It is streamlined for use in a gradute or undergraduate course.
• The full article is available from the journal website or from the Other instructor resrouces link below (requires password).
• Very basic introduction to PCN Analysis (29K docx file).
• This information can be used in textbooks or other course materials.
• Click here for an accompanying PowerPoint file (103K) that has figures.
• PCN Analysis Exercise (300K PowerPoint file).
• This exercise contains instructions and an example of basic PCN Analysis.
• Students can use this PowerPoint file as a template for creating their own PCN Diagrams.
• Sampson's 2011 Introduction to PCN Analysis Slides (751KB PDF file).
• To obtain updated PowerPoint slides for course use, contact Dr. Sampson at his course email address.
• Sampson's November 2011 lecture on Lean Services (links to YouTube video at right).
• This was an original lecture I gave in class on Lean Services. The Lean Services material has since been updated, but not yet recorded.
• Slides for May 2012 IBM SSI Community of Practice webinar (1.2M PDF file).
• This is the slides from my May 15, 2012 Service Science Innovation webinar on Visualizing Service Innovation.
• Other instructor resources (PCN manuscript, slides) (requires password).
• Instructors can request a password from the gmail account: sampsonsclass.

Course Information

• Information about Dr. Sampson's Services Management elective.

Other Work in Progress

• Slides for 2009 POMS/CSO Meeting (Orlando) Service Management Paradigms Debate (1.7M PDF file).
• Slides from February 2011 University of Utah PSI Conference - New Tool for Service Innovation (BIG 4.3M PDF file).