Parallel Services

This chapter introduces a parallel service management framework for complex service systems, inspired by Professor Fei-Yue Wang’s Parallel Control and Management Mechanism, addressing the challenge of integrating human factors in service management. Central to this approach is the understanding of the customer, by incorporating the complexities of customer behaviors, characteristics, and motivations. This approach not only enriches Service Science by integrating behavioral science and environmental impacts but also enhances decision-making in service management and fosters personalized service innovations based on a deeper understanding of customer needs.