摘要 :
The promise of service design is to enable a service supplier to prosper by delivering continuous value to customers. This prosperity is of strategic value to the service supplier. There is value in a service for both the service ...
展开
The promise of service design is to enable a service supplier to prosper by delivering continuous value to customers. This prosperity is of strategic value to the service supplier. There is value in a service for both the service supplier and its service customers. The authors call these two values, service supplier value and service adopter value. When designing a service, it is necessary to align both value propositions with the service components and service features. In this paper, the authors propose a systemic methodwhere whole (i.e., black box) andcomposite (i.e., white box) reasoningare interleavedon the organizational and functional dimensions. The authors begin by producing an as-is model that describes how the value is created for the customer and captured by the service supplier. Service improvement opportunities are identified in terms of value to both service adopter and service supplier. A to-be model is built that specifies the new interaction between actors and their new responsibilities and thereby, new service components and features. The method is illustrated with an example based on the service offering and implementation of Amazon.com in Amazon Marketplace.
收起
摘要 :
Coopetition (collaboration between competing firms) is a phenomenon that has recently captured a great deal of attention due to its increasing relevance to business practice. However, current research on coopetition is still short...
展开
Coopetition (collaboration between competing firms) is a phenomenon that has recently captured a great deal of attention due to its increasing relevance to business practice. However, current research on coopetition is still short on explaining how the potential advantages of coopetition can be realized over time as part of an individual firm's business model. In order to gain insights into this, we conduct a longitudinal, in-depth case study on the coopetition-based business models of Amazon.com. We find evidence of three distinct coopetition-based business models: (1) Amazon Marketplace, (2) Amazon Services and Web Services, and (3) the collaboration between Apple and Amazon on digital text platforms. We conclude by forwarding several propositions on how value can be created and captured by involving competitors in a firm's business model. As a whole, the results contribute to the current understanding of how firms - as well as their stakeholders - can better benefit from coopetition.
收起
摘要 :
Recent research has explored the principles of service system viability based on systems inquiry invoking perspectives from Systems Theory and Cybernetics in particular Stafford Beer's viable systems model (VSM). However based on ...
展开
Recent research has explored the principles of service system viability based on systems inquiry invoking perspectives from Systems Theory and Cybernetics in particular Stafford Beer's viable systems model (VSM). However based on Banathy andJenlink (2004), Systems inquiry encompasses more than just Systems Theory and includes domains such as Systems Methodology and Systems Philosophy. Building on the extant literature, this work has the following particularities: 1) it is based on an explicit systems philosophy in which the authors explicitly define what they view as viability and, 2) it involves a systems methodological approach to either analyze the viability of a service system or to design a viable service system. This is achieved by means of applying a systems modeling technique called SEAM (Systemic Enterprise Architecture Method). SEAMrests upon systemic principles and embodies conceptualizations from VSM. The authors apply SEAM to concretely model a utility company in Geneva, Switzerland in order to gain an understanding of how a service system maintains its identity and remains viable in its environment.
收起
