Toward the Service View of Education

This project applies the service science framework to higher education. To understand the reasons behind the success and failure of academic programs, we build on the previous literature that conceptualizes education as a service delivered by universities which are complex systems. We introduce the Service Canvas as a tool for identifying components of academic programs. It can be used for strategic planning by university leadership and program directors. As a case study, the project examines the extension of entrepreneurship education across disciplines and divisions at Worcester Polytechnic Institute, a technological university in Massachusetts.

Funding: The Coleman Foundation

Pavlov, O. and F. Hoy. “Toward the Service Science of Education.” In Maglio, P. P., Kieliszewski, C. A., Spohrer, J. C., Lyons, K., Patricio, L. & Sawatani, Y. (Eds.). Handbook of Service Science, Volume II. New York: Springer. 2019: 545-566.

Pavlov, O. and F. Hoy. “Entrepreneurship Education as a Service.” In Bosio, G., T. Minola, F. Origo and S. Tomelleri (Eds.). Rethinking the Entrepreneurial Human Capital: The Role of Innovation and Collaboration. Cham, Switzerland: Springer. 2018: 107-127.

Conference presentations:
Pavlov, O. and F. Hoy. “Higher Education as a Service.” 44th Annual Meeting of the Eastern Economic Association. Boston, MA. March 1-4, 2018

Pavlov, O. and F. Hoy. “Toward the Service Science View of Education.” EDULEARN17: 9th International Conference on Education and New Learning Technologies. Barcelona, Spain. July 3-5, 2017.

Pavlov, O. and F. Hoy. “Education as a Service System.” Contributed Talk, Session WC54: Service Science. INFORMS Annual Meeting. Philadelphia, PA. November 4, 2015.