The SSME movement, as currently defined, seems to be primarily focused on engineering/systems/ operations approaches to service. This viewpoint is too limited, in that there is more to service than efficiency and productivity. In particular the customer side of service seems to be largely neglected. For SSME to achieve its potential, the topic of how to attract and grow revenue from customers needs to be a central element.
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Rust, R.T. (2008). SSME—let's not Forget About Customers and Revenue. In: Hefley, B., Murphy, W. (eds) Service Science, Management and Engineering Education for the 21st Century. Service Science: Research and Innovations in the Service Economy. Springer, Boston, MA. https://doi.org/10.1007/978-0-387-76578-5_5
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