摘要 :
Service and service systems concepts are fundamental constructs for the development of the emergent SSME, ITSM, and Service Oriented Software (SOS) knowledge streams. A diversified literature has provided a richness of findings, b...
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Service and service systems concepts are fundamental constructs for the development of the emergent SSME, ITSM, and Service Oriented Software (SOS) knowledge streams. A diversified literature has provided a richness of findings, but at the same time, the lack of standardized conceptualizations is a source of confusion to IT practitioners and academics. Given this problematic situation, we pose that a systems approach is useful to address it. In this article, we review and synthesize key studies in these knowledge streams to design: (ⅰ) a framework to characterize both concepts under a system view and, (ⅱ) harmonized definitions (e.g. identification of shared and essential properties) for such fundamental concepts. Our main contribution is scholastic, but we are confident that the posed conceptual artifacts can be further used to elaborate standardized definition for the IT service and IT service system constructs, as well as analysis tools for describe real service systems.
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Two strategic factors of any business are customer interaction (how close you are to your customers) and customer participation (how involved customers are in producing the offering). In recent years, we have seen companies increa...
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Two strategic factors of any business are customer interaction (how close you are to your customers) and customer participation (how involved customers are in producing the offering). In recent years, we have seen companies increase interaction through servitization and increase customer participation through self-service technologies. Yet, more is not necessarily better. Too much customer interaction can destroy operating efficiencies. Too much customer participation can compromise quality and depersonalize service relationships. This article provides a framework for analyzing customer interaction and participation, including an outline of decision factors, with the goal of identifying optimal and sustainable positioning for any given offering.
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Purpose - The purpose of this paper is to create awareness on the need for lifting up the level of analysis in service research by focusing on systems, networks, and ecosystems to contribute to the research expansion of the tradit...
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Purpose - The purpose of this paper is to create awareness on the need for lifting up the level of analysis in service research by focusing on systems, networks, and ecosystems to contribute to the research expansion of the traditionally narrow view of service.
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摘要 :
As the world increasingly becomes characterized by the provision of services to customers, service research faces many challenges and needs a new vision. Many of these challenges stem from the fact that technologies are continuall...
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As the world increasingly becomes characterized by the provision of services to customers, service research faces many challenges and needs a new vision. Many of these challenges stem from the fact that technologies are continually experiencing dramatic change, and savvy customers are increasingly demanding more qualified services. Although research and experiential findings on services in many disciplines have achieved impressive results, systematic research on modern services systems is rarely considered. Aiming at services systems (not only services themselves), this paper discusses the contributions and the potentials for the field of systems theory for Services Science, Management and Engineering (SSME). Thus, SSME can provide suitable referential clues for discussing impacts of systems theory on services research, and systemic thinking can be applied to discuss key issues in SSME. Providing basic definitions of services and services systems, this paper elaborates on the research objects and methodologies of SSME from systems perspective, and proposes that systems theory can be applied as the foundations of services engineering. This paper further sheds light on systemic issues in services science and engineering, services operations, and services systems management. It also provides a summary of relevant theories and tools applied to services systems at the systems level. Finally, some potential prospects in SSME research are presented to meet research demands and practical challenges.
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摘要 :
Digital interactions among businesses and consumers through powerful information systems and omnipresent connected devices establish today's networked society. In this light, Service Science continues to take root as a research di...
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Digital interactions among businesses and consumers through powerful information systems and omnipresent connected devices establish today's networked society. In this light, Service Science continues to take root as a research discipline that focuses on the integration of (digital) resources by service providers and service customers for value co-creation in service systems. Rapid advances in information technology allow for designing novel information systems that enable entirely new configurations of service systems. In turn, Service Science also leaves its mark on the design, adoption, and use of information systems and technology. With this special issue, we compile a set of timely papers that investigate selected facets of the complex interplay between information technology, information systems, and Service Science to design innovative IT artifacts for smart service. This editorial opens this special issue by elaborating on our understanding of smart service.
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This paper applies a new framework of systems science to service science. This new framework reveals the effect of the interactions between systems principles and system structure in revealing complex systems behaviour, demonstrat...
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This paper applies a new framework of systems science to service science. This new framework reveals the effect of the interactions between systems principles and system structure in revealing complex systems behaviour, demonstrates why such methodologies are classed as being systemic, and how these systemic methodologies can be used to explore, design and manage emergent complex behaviour in practice. This paper then proposes that this framework of ideas can be transferred to inform the content of the existing roadmap for researching service systems, and thereby improve the design of new intentionally holistic service systems and the understanding and management of existing service systems and knowledge intensive service systems. Further research will investigate cases of complex scenarios in service systems, with the aim of transferring that knowledge (and its implications) to the fields of research, practice and education in both systems science and service (systems) science.
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Improved understanding of how interactions between service providers and customers create value, along with advances in technology, can expand and redefine the roles of both provider and customer in the service delivery process. T...
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Improved understanding of how interactions between service providers and customers create value, along with advances in technology, can expand and redefine the roles of both provider and customer in the service delivery process. The traditional boundary between provider and customer can shift toward self service, with the customer performing many of the tasks previously done by the provider, as in self-service check-in at the airport or self-serve salad bars in restaurants. Alternatively, the boundary can shift in the opposite direction-toward what we define as super service-with the provider performing many tasks previously done by the customer, such as a car rental company that delivers vehicles to customers or automatic bill paying services provided by banks. Why do providers shift this boundary in one direction or the other? Increased competition, changing customer attitudes, and new technologies all contribute to the development of new self-service and new super-service delivery configurations. But these new configurations are only effective when they can create additional value for both provider and customer. In this paper, we introduce a resource mapping framework for shifting the service boundary effectively. This framework allows us to examine the continuum of options from self service to super service from a service systems perspective to identify conditions under which shifting the provider-customer boundary creates value.
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This article explores potential relationships between service systems (S. Alter, 2008b) and S. L. Vargo and R. F. Lusch's (2004) sewice-dominant logic (S-D logic). Both approaches explicate fundamental ideas but at different level...
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This article explores potential relationships between service systems (S. Alter, 2008b) and S. L. Vargo and R. F. Lusch's (2004) sewice-dominant logic (S-D logic). Both approaches explicate fundamental ideas but at different levels of analysis and for different purposes. S-D logic characterizes intersections between marketing and economics, whereas service system frameworks and concepts were developed to help business and information technology professionals understand, analyze, implement, and improve service systems in organizations. The service system lens illuminates many system-related areas to which S-D logic might apply; it ignores other topics concerning markets. Concepts in S-D logic related to customers, services, and economic exchange might enrich service system analysis. Overlaps and synergies might lead to insights into both approaches.
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Nowadays, the focus of enterprises is gradually expanding from product manufacturing system to Product service system (PSS). In the existing research, scholars mainly focus on the in-depth study of a certain method or technology, ...
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Nowadays, the focus of enterprises is gradually expanding from product manufacturing system to Product service system (PSS). In the existing research, scholars mainly focus on the in-depth study of a certain method or technology, and the research on traditional PSS is relatively mature. In addition, it is a tendency that transform towards SPLSS with the characteristics of industrial internet platform (IIP) and sustainable operation theory. Based on this, this paper explores the research path from traditional product service system (PSS) to smart product service system (SPSS), and then to smart product lifecycle service system (SPLSS), which can endow the products with intelligent perception, intelligent analysis and intelligent decision-making capabilities based on Industrial Internet Platform (IIP). A reference model of IIP enabled SPLSS for industrial services based on system engineering method and theory from a very detailed practical investigation is proposed. Moreover, on the basis of this model, its three dimensional subsystems are expanded, including: supporting environment subsystem, evolution path subsystem, and added value subsystem. The study can provide a reference for the enterprise's manufacturing strategy and manufacturing path. It will promote the transformation and upgrading of enterprise manufacturing model to improve service efficiency and reduce operating costs, and then realize the value-added of products and services.
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The rising importance of service for the global economy has resulted in a significant number of efforts to define and interpret its meaning. In this vein, this article identifies and organizes related literature following a holist...
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The rising importance of service for the global economy has resulted in a significant number of efforts to define and interpret its meaning. In this vein, this article identifies and organizes related literature following a holistic approach. The authors study service from different perspectives, both business-related and technical ones, e.g., marketing, operations management, and computer science. A total of 47 definitions of service are finally reviewed. They 've found out: (I) How is service perceived and defined by different disciplines and (2) What are the common service species according to related literature. The authors observe that in the business realm service falls under either of the following two categories: service as a set of value-creating activities and service as a transformation. Due to ICT revolutionizing service provision, significant work has also been conducted in order to study technology-enabled services. The authors identified different types oftechnology-enabled services, namely e-services, SOA services and Web services. The main contribution of this article lies in the broadness, completeness and cross-disciplinarily of the literature covered, thus being able to stand as a reference source of knowledge for service analysts, engineers and practitioners.
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