The Science of Service Systems (eBook)

Foreword 6
Preface 10
Contents 12
Bibliography of the Contributors 14
Testimonials 24
Introduction of the Science of Service Systems 26
1 Why the Science of Service Systems? 26
2 Service Systems Are the Basic Abstraction 26
3 Concluding Remarks 33
References 35
Embedding the New Discipline of Service Science 37
1 Introduction 37
2 Service Science and Its Distinctiveness 40
3 Reductionism 41
3.1 Assumptions in Reductionist Thinking 42
4 Systems Thinking 43
4.1 Emergence 43
4.2 Core Systems Ideas 44
5 Revisiting Reductionism 46
6 Service Science Research Agenda: Issues for Knowledge Production 48
6.1 The Need for More Appropriate Simplification in Service 48
6.2 The Need to Look Forward 49
6.3 The Role of Technology Changes the Service System and Vice Versa 50
6.4 The Need to Integrate Social Sciences (and Business), Engineering and Technology for Customer Value Co-creation 51
6.5 Service Science Could Be a Disruptive Science 52
6.6 Service Science as an Emerging Discipline 53
7 Conclusion 55
8 Implications for Research and Practice 56
References 56
Key Dimensions of Service Systems in Value-Creating Networks 60
1 Introduction 60
2 Service Systems and Value Co-creation 61
3 Concepts and Perspectives of Value 62
4 Key Dimensions of Service Systems 65
4.1 Customers 66
4.2 People 67
4.3 Information 68
4.4 Technology 69
5 Value Proposition, Acceptance, and Fulfilment 70
6 Roles of the Key Dimensions in the Value Process 71
7 Building Value-Creating Networks 74
7.1 The Social Net 75
7.2 The ICT Net 76
7.3 The Integrated Net 76
8 Conclusions and Implications 78
8.1 Main Conclusions 78
8.2 Managerial Implications 78
8.3 Implication for Researchers 79
References 79
Making a Science of Service Systems Practical: Seeking Usefulness and Understandability while Avoiding Unnecessary Assumptions 83
1 Desired Characteristics of Basic Concepts 83
2 What Are Services? 84
3 What Are Service Systems? 87
4 Is the Second Definition of Service System Practical? 90
5 Conclusion 93
References 94
Flexible Service Systems 95
1 Introduction 95
2 Service Systems 96
2.1 Foundation 96
2.2 Properties of Service Systems 98
2.2.1 Diversity 99
2.2.2 Complexity 99
2.2.3 Dynamism 100
2.2.4 Value Creation 100
3 Flexible Process Graphs 101
4 Formalization of Service Science Environments 104
5 Example of a Service Science Environment 106
5.1 Research Group 107
5.2 Enterprise 108
5.3 Legal Authority 108
5.4 Shared Environment 109
6 Conclusion 110
References 111
Semantics for Smart Services 113
1 Introduction and Motivation 113
2 Goal and Structure of the Chapter 115
3 Towards a Formalization of Services 116
3.1 Fluents, States, and Conditions 117
3.2 Actions 118
3.3 Services 119
3.4 Goals 119
4 Semantic Service Systems 120
5 Smart Service Systems 122
5.1 Planning and Execution of Plans 122
5.1.1 Indeterminacy 123
5.2 What Can Be Done with Service Planning? 123
6 Lessons from the Web Service Domain 124
7 Conclusion 126
References 127
Designing Auctions for Coordination in Service Networks 128
1 Introduction 128
2 Market Engineering 130
2.1 Markets and Auctions 131
2.2 Structured Design Approach 133
3 Environmental Analysis: Service Value Networks 135
3.1 Definition and Characteristics 136
3.2 Formal Network Model 137
3.3 Examples 138
4 Design and implementation: Coordination Through Auctions in Service Value Networks 142
4.1 Why Auctioning a Complex Service? 143
4.2 Mechanism Design Desiderata 145
4.3 Web Service Coordination 145
5 Conclusion 147
References 148
Service Systems Modeling: Concepts, Formalized Meta-Model and Technical Concretion 151
1 Potentials of Service Systems Modeling 151
2 Adaption of a System Approach for Service Modeling 153
3 Towards a Service System Meta-Model 154
3.1 Modeling Theory 155
3.2 Analysis and Concept Extraction 156
3.3 Concept Representation 156
4 Service Systems Meta-Model 157
4.1 Component Model 158
4.2 Resource Model 159
4.3 Product Model 162
4.3.1 Graphs 163
4.3.2 Cardinalities 164
4.3.3 Non-hierarchical Dependencies 165
4.4 Process Model 166
5 Final Discussion and Implications 166
References 167
Onto-ServSys: A Service System Ontology 170
1 Introduction 170
2 Research Approach 171
3 Theoretical Background on Service Systems Conceptualizations 173
4 Conceptual Design and Validation of Onto-ServSys 177
4.1 Task 1: Definition of Domain, Scope, Competency, and Design Goals of the Ontology 177
4.2 Task 2: Identification of Knowledge Sources 178
4.3 Task 3: Initial Identification and Organization of Ontological Components (Concepts, Hierarchy of Concepts, Interrelationsh 178
4.4 Task 4: Evaluation and Refinement of Ontology 180
5 Conclusions 184
References 186
A Framework that Situates Technology Research Within the Field of Service Science 193
1 Introduction and Motivation 193
2 Related Work 195
3 A Framework for Relating Technology Research to Service Science 195
4 Using the Framework to Relate IS Research to Service Science 200
5 Conclusions and Future Work 203
References 204
Customer-Driven Value Co-creation in Service Networks 207
1 Introduction 207
2 Related Literature 209
2.1 Provider Centric SDL 209
2.2 Provider Centric SVN 210
3 Extended Value Co-creation Framework 212
3.1 The Framework 213
3.2 Case Scenarios 215
4 Customer-Driven Value Co-creation in SVNs 218
4.1 Model of Customer-Driven SVN 218
4.1.1 Representation of Customer-Driven SVN 219
4.1.2 Comparing the Four SVN Variations 221
4.1.3 Implications to Service Science 221
5 Conclusion 222
References 223
Towards Service System Governance: Leveraging Service System Grammar to Empower Value Co-creation 225
1 Introduction 225
2 Creating Service Systems Ensure Context and Content Fit in a Global Sourcing Environment 226
2.1 Multi-sourcing and Global Service Delivery 226
2.2 Business and Technology - Architecture and Design 227
2.3 Service System Grammar 229
3 Service System Grammar Lays the Foundation for Simple Service System Governance 230
3.1 Service Oriented Governance and Service System Governance 230
3.1.1 Level 1 - Service Sequence 231
3.1.2 Level 2 - Decision and Feedback 231
3.1.3 Level 3 - Human Interaction 232
3.1.4 Level 4 - Straight Through Aggregation 232
3.2 Simple Governance Coordinating Architecture and Design 233
4 Service Systems Provide the Structure to Enable Detailed Accountability 234
4.1 Knowledge Worker Accountability 234
4.2 Service Owners 235
4.3 Business Analysts 235
4.4 Technology Architects 236
4.5 Organization Behavior 236
5 Service System Grammar Establishes Service Perspectives to Allow Architecture and Design Streamlining Governance 238
5.1 Service System Perspectives 238
6 Service Value Chain Perspective 239
6.1 Service Co-creation Perspective 240
6.2 Service Engineering Perspective 241
6.3 Service Governance Perspective 241
7 Service System Governance Focuses with the Service System Grammar on the Strategy Driven Control of Value Creation 243
7.1 Service Innovation Structure 243
7.2 Embedded Value Proposition 244
8 Conclusion 245
References 246
Service Science: The Opportunity to Re-think What We Know About Service Design* 248
1 Introduction 248
2 Why Service Design Needs Re-examining 249
3 Service Delivery System 250
4 Service Architecture 251
5 A Hierarchical View of Service Architecture 253
6 Modelling for Service Design Decision Making 255
7 Platforms 257
8 Service Supply Chain/Network 257
9 The Challenge of Diversity 258
10 Service Architecture and Service Oriented Architecture 259
11 Towards a Future Agenda 260
References 260
Service Science Learning: Exploring the Challenge of Cross Disciplinary and Academia-Company Collaboration 262
1 Introduction 262
2 Exploring the Learning Challenge 264
3 Integrative Problem Based Learning 267
4 Problem Based Case Examples 268
5 Conclusion 270
References 271
An Engineering Perspective on Service Science* 273
1 Introduction 273
2 Challenges for Engineering in SSME 274
3 Engineering for Future Service Models 280
4 Summary 282
References 282
Service Systems in Changing Paradigms: An Inquiry Through the Systems Sciences 283
1 Introduction: Structural Changes in the World Economy Call for an Inquiry into the Understanding of Service Systems Amongst S 284
1.1 Challenge: Our Prior Understanding of Service Systems Is Inadequate for Societal Challenges that We Foresee in the Twenty-F 285
1.2 Approach: Developing the Coherency and Validity of a Science of Service Systems Requires Engagement with Multiple Realities 285
1.3 Desired Future: T-Shaped People Should Have Not Only a Depth in a Domain of Service Systems, But Also an Appreciation of th 286
2 As Paradigms on Service Systems Shift, Alternative Inquiring Systems Support Learning Through a Program of Action Science 287
2.1 The Science of Service Systems Is Immature, Catching Up with Twenty-First Century Technological, Economic and Social Change 288
2.2 Intelligibility on Service Systems Amongst Scientists, Managers, Engineers and Designers Can Be Enabled Through Foundations 289
2.3 The Validity of Analytic-Deductive Inquiry and Inductive-Consensual Inquiry Can Be Re-established by Sweeping in Knowledge 291
2.4 Action Science Is an Appropriate Approach for Knowledge Generation on Service Systems in Theory and in Practice 292
3 The Coherency of Service Systems Can Be Examined As Multiple Realities Framed with a Variety of Systems Science Concepts 293
3.1 Service Systems, Business Models, Value Creation: Why Study Service Systems? 294
3.2 Ignorance and Knowledge: Which Aspects of Services Systems Are Known, Knowable and Unknowable? 295
3.3 Boundary: Where Do We Draw Lines Delimiting Service Systems from Their Environments? 295
3.4 Order, Purpose and Self-Organization: Which Parts of Service Systems Should Be Actively Designed, and Which Parts Should Em 296
3.5 Living, Being, Becoming: Can Service Systems Effectively Evolve? 296
3.6 Energy and Complexity: How Can Service Systems Be Sustainable? 297
3.7 Form, Networks and Power Laws: Over Which Scales, Scopes and Speeds Can Service Systems Effectively Function? 297
3.8 Information, Communication and Meaning: How Can Service Systems Be Coordinated? 298
3.9 Coevolution, Competition and Variety: How Can a Service System Operate in the Context of Others? 298
3.10 Aesthetic, Ethics and Morals: What Impacts Can Service Systems Have on the Human Condition? 299
3.11 Acknowledging Systemic Frames Opens Up Additional Realities on Which the Coherency of Service Systems Can Be Examined 299
4 The Validity of Understanding on Service Systems Can Be Improved Through the Dialectic of Multiple Perspectives 300
4.1 Conversations from Multiple Perspectives Can Induce a Variety of Service System Designs 300
4.2 A Theory-Building Position on System Models in a Service Economy Frames a Matrix with Types of Resources and Ethos 301
4.2.1 System Inputs Acknowledging Services Include Natural and Social Features of Resources 301
4.2.2 System Processes and Outputs Acknowledging Services Include Human Engagement in Practices 302
4.2.3 A Matrix of Nine Types of System Models Result from Crossing Types of Resources and Ethos 304
4.3 In an Action Science Approach, this Position Seeks a Dialectic Through Which Mutual Learning Can Occur 305
5 Maturity in Service Systems Will Be Marked with T-Shaped People Having Deep Knowledge in a Type and/or a Feature, and General 306
5.1 Scientists, Engineers, Managers and Designers Should Clearly See Domains of Knowledge As Generic, or for a Type or Part of 306
5.2 The Legacy of Industrial Age Thinking Still Looms Large on Service Systems 307
5.3 When a ``Conventional Wisdom´´ on Service Systems Has Been Established, the Breadth of Depth of Knowledge for T-Shaped Peop 308
References 309
Service Customization Research: A Review and Future Directions 313
1 Introduction 314
1.1 Definitions 315
1.2 Service Customization 316
2 Product Mass Customization 317
2.1 Frameworks 317
2.2 Implementing Successful Mass Customization 322
2.3 Customization System Design 325
2.4 The Effect of Customization on Channel Members 327
3 Nature of Service and Customization: The Extant Perspective 327
3.1 Background of Services 328
3.2 Implications for Service Customization 329
3.3 Service System Design 330
3.4 Variability in Service Provision 332
4 Framework for Service Customization and Design 333
5 Research Issues and Future Directions 335
5.1 Customization and Service Product 336
5.2 Customization Through Co-creation 336
5.3 Customization and Service Pricing 337
5.4 Customization and Customer Selection 337
6 Conclusions 338
References 338
Service and Science 341
1 Introduction 341
1.1 Two Fundamental Questions 341
1.2 An Emerging Community 342
1.3 Majority and Minority Views 345
2 What Is Service? 346
2.1 Tangible Versus Intangible 346
2.2 Ownership Versus Access 347
2.3 Production Versus Coproduction/Transformation 347
2.4 Outsourcing and Servitization 348
2.5 Other Disciplines Join In 348
2.5.1 Economics 349
2.5.2 Marketing 349
2.5.3 Operations 349
2.5.4 Computer Science 349
2.5.5 Systems Engineering 350
2.5.6 Design and Psychology 350
2.5.7 Service Science 350
2.6 Enter Service-Dominant Logic 350
2.7 New Questions 351
2.8 Holistic Service Systems 352
3 Where Is the Science? 355
4 AEIOU Theory (Abstract Entity-Interaction-Outcome-Universals) 359
5 Produce-Distribute-Consume Model 366
6 Concluding Remarks 368
References 370