Showing papers in "Service Science archive in 2010"

Smart Service Systems and Viable Service Systems: Applying Systems Theory to Service Science

Abstract: The objective of this paper is to review recent developments in service theory and systems theory with a view to identifying common features between the two. In particular, the study explores the issue of whether so-called 'smart service systems' can be understood in terms of the 'viable systems approach' of systems theory. The paper begins with a review of recent developments in service theory by examining the fundamental principles of service-dominant logic S-D logic and service science SS. The similarities and differences of the two are explored, with particular emphasis on the common feature of the service system. The study then moves to the realm of systems theory by exploring the main proposals of the viable systems approach VSA, which is an interdisciplinary systems theory that includes elements derived from resource-based theory, biology, sociology, and mechanics. The paper then draws together service theory and systems theory by examining whether 'smart service systems' can be best understood in terms of 'viable service systems.' The most important finding of the study is that the VSA provides valuable insights into the design and management of smart service systems, especially with regard to harmonisation, systems governance, and successful value co-creation processes. [Service Science, ISSN 2164-3962 print, ISSN 2164-3970 online, was published by Services Science Global SSG from 2009 to 2011 as issues under ISBN 978-1-4276-2090-3.]

A Brief Review of Systems Theories and Their Managerial Applications

Abstract: [Modified excerpt] Systems theory is an interdisciplinary theory about every system in nature, in society and in many scientific domains as well as a framework with which we can investigate phenomena from a holistic approach. Systems thinking comes from the shift in attention from the part to the whole, considering the observed reality as an integrated and interacting unicuum of phenomena where the individual properties of the single parts become indistinct. In contrast, the relationships between the parts themselves and the events they produce through their interaction become much more important, with the result that system elements are rationally connected towards a shared purpose. The systemic perspective argues that we are not able to fully comprehend a phenomenon simply by breaking it up into elementary parts and then reforming it; we instead need to apply a global vision to underline its functioning. Although we can start from the analysis of the elementary components of a phenomenon, in order to fully comprehend the phenomenon in its entirety we have to observe it also from a higher level: a holistic perspective. [Service Science, ISSN 2164-3962 print, ISSN 2164-3970 online, was published by Services Science Global SSG from 2009 to 2011 as issues under ISBN 978-1-4276-2090-3.]

A VSA-SS Approach to Healthcare Service Systems the Triple Target of Efficiency, Effectiveness and Sustainability

Abstract: The main purpose of this paper is to highlight the new opportunities that the Viable Systems Approach VSA can provide for observing complex service systems and explaining social phenomena through general schemes of interpretation. At the same time, it explores methodological links with the Service Science SS approach in order to propose VSA's contribution to moulding a unified vision of complex objects of analysis, and to evidence the many converging elements that emerge from the two perspectives as well as the benefits that derive from different interpretation schemes. In particular, in our paper we analyze healthcare service complexity in a relational perspective, using a VSA-SS conceptual framework to interpret the emergent systems instability in the Italian Health Service. The application of principles and concepts proper to the VSA and the SS approaches to articulated service structures, such as healthcare, identifies critical features and interesting new “therapeutic” prospects for healthcare service systems in order to guarantee their viability. The paper proposes an innovative methodological basis for evaluating the level of appropriateness of the healthcare service and, at the same time, evidences the need for achieving a balanced triple target of efficiency, effectiveness and sustainabilityEES in healthcare service systems governance. As a result, a new area of cross fertilization for collaborative research emerges. [Service Science, ISSN 2164-3962 print, ISSN 2164-3970 online, was published by Services Science Global SSG from 2009 to 2011 as issues under ISBN 978-1-4276-2090-3.]

An Integrated SS-VSA Analysis of Changing Job Roles

Abstract: This paper presents a first attempt at an integrated Service Science SS and Viable Systems Approach VSA analysis of the real-world phenomenon of changing jobs roles. Changing job roles is important to quality of life and yet understudied by systems scientists. Today, individuals changing jobs multiple times during their working life is the norm. The average person born in the later years of the US baby boom held 10.8 jobs from age 18 to age 42 BLS [BLS 2008. Number of jobs held, labor market activity, and earnings growth among the youngest baby boomers: Results from a longitudinal survey. US Bureau of Labor Statistics. USDL 08-0860. URL: http://www.bls.gov/news.release/pdf/nlsoy.pdf]. The viability of societal systems depends on both entities changing job roles offered and individuals changing job roles filled Spohrer and Maglio, [Spohrer, J. C., Maglio, P. P. 2010b. Toward a Science of Service Systems: Value and Symbols. In The Handbook of Service Science, Maglio, P. P., Kieliszewski, C. A., Spohrer, J. C., Springer, New York, NY.]. Societal systems interact with their environment via individuals in job roles, and the behaviors and dynamics of these diverse types of viable systems are not easy to explain and predict Beer, [Beer, S. 1972. Brain of the firm. The managerial cybernetics of organization. The Penguin Press.]. Both Service Science SS and Viable Systems Approach VSA can be seen as less well known specializations of General Systems Theory von Bertalanffy, [von Bertalanffy, L. 1968. General System Theory: Foundations, Development, Applications. George Braziller, New York.], Spohrer and Kwan, [Spohrer, J., Kwan, S. K. 2009. Service Science, Management, Engineering, and Design SSMED: An Emerging Discipline --Outline & References. Int. Journal of Information Systems in the Service Sector, 13.], Barile [Barile, S. 2009. Management sistemico vitale. Giappichelli, Torino.], Golinelli, [Golinelli, G. M. 2010. Viable Systems Approach VSA. Governing Business dynamics. Kluwer, Cedam, Padova.]. Like General Systems Theory, these emerging analytic frameworks advocate a worldview and specialized vocabulary that provide a framework for analysis and decision making. Also, these nascent analytic frameworks aim to improve our understanding of complex systems and improve their design. By refining the concept of the identity of a system from SS and VSA perspectives, the contributions of this paper include providing an abstract framework for enumerating all job roles and transitions between job roles as well as a practical recommendation to prepare a next-generation of individuals to compete better in a world of accelerating job role change. Specifically, our analysis of changing job roles will result in a recommendation for increasing the ratio of T-Shaped Professionals T-SP possess both broad communication skills and deep problem solving skills to I-Shaped Professional I-SP possess only deep problem solving skills in the labor force of nations and businesses to improve their viability in a complex environment of accelerating change Donofrio et al. [Donofrio, N., Sanchez, C., Spohrer, J. 2010. Collaborative Innovation and Service Systems: Implications for Institutions and Disciplines, in Holistic Engineering Education, Edited by Domenico Grasso.]. [Service Science, ISSN 2164-3962 print, ISSN 2164-3970 online, was published by Services Science Global SSG from 2009 to 2011 as issues under ISBN 978-1-4276-2090-3.]

Service Systems and Requisite Variety

Abstract: Purpose: This conceptual paper will explore the application of an aspect of systems theory, the Law of Requisite Variety LRV to service organisations. Design/methodology/approach: The notion of a system has a strong history in management; in searching for theory to provide substance to service systems research the concept can provide valuable insights. Systems theory and thinking is the study of complex adaptive wholes; the focus is on the whole rather than the parts. The LRV, introduced by Ashby, concerns the behaviour of systems. The LRV states that the organisation must be able to deal with the variety introduced by the external environment, in order to remain viable. Understanding the nature of customer variety and how to deal with it is important for service organisations since variety provides both a challenge and an opportunity. This paper seeks to explore and operationalise variety in a service context. Findings: A new service systems model is proposed building on the LRV, systems concepts and on current developments in service classification. Originality/value: To further the use of systems thinking in service science and to explore how the LRV could be applied in this context. [Service Science, ISSN 2164-3962 print, ISSN 2164-3970 online, was published by Services Science Global SSG from 2009 to 2011 as issues under ISBN 978-1-4276-2090-3.]

Service Systems Through the Prism of Conceptual Modeling

Abstract: We seek means of further improving the process of service innovation by providing conceptual framework that would uniformly model information about a service system. Since value co-creation is achieved through knowledge-based interactions, such a framework should be a connection-oriented one. We propose uniform approach to context-sensitive relationships modeling and representation, based on semantic conceptual modeling, suitable for modeling both service system interactions and information about a service system itself. Its application is illustrated on digital libraries domain. The proposed representation may be combined with goal-driven development methods to allow closer interconnection of goals and value proposition. The paper presents application of an original conceptual reference model of service system, which may provide more elaborated background for service innovation process. [Service Science, ISSN 2164-3962 print, ISSN 2164-3970 online, was published by Services Science Global SSG from 2009 to 2011 as issues under ISBN 978-1-4276-2090-3.]

Editorial Column---System Thinking for Service Research Advances

Abstract: [Excerpt] This issue of the Journal of Service Science is dedicated to the inferences of system thinking upon recent service research advances, and in particular upon service science and SD logic. The special issue is based upon the scientific proposals deriving from the "2009 Naples Forum on Service," and specifically to its sessions dedicated to system thinking and its relation to service research. [Service Science, ISSN 2164-3962 print, ISSN 2164-3970 online, was published by Services Science Global SSG from 2009 to 2011 as issues under ISBN 978-1-4276-2090-3.]

Service as Mutualism: A Question of Viability in Systems

Abstract: Service-based industries now dominate the most advanced economies of the world. There is, however, no fully interdisciplinary foundation for research into the development of service, per se. The creation of a service science has been proposed, which would bring into question many traditional assumptions about economics. This paper explores service as a science, and proposes that the biological concept of mutualism be used as one aspect for developing a foundation of service science. [Service Science, ISSN 2164-3962 print, ISSN 2164-3970 online, was published by Services Science Global SSG from 2009 to 2011 as issues under ISBN 978-1-4276-2090-3.]

From System Science --A New Way to Structure and Manage the Company for Sustainable Success

Abstract: This paper proposes a system science restructuring of today's management practices. The paper discusses what we have learned from system science that gives us a new and different understanding of what the company is, and how it works; and a new way of understanding the world outside the company where company success is created. System science restructures management practices at a new level of understanding; structuring the company to achieve its purpose, and changing and very much improving the way the company is managed. Stafford Beer's viable system model is a useful model for this restructuring. [Service Science, ISSN 2164-3962 print, ISSN 2164-3970 online, was published by Services Science Global SSG from 2009 to 2011 as issues under ISBN 978-1-4276-2090-3.]