1,721,075 research outputs found
Managing value co-creation in consumer service systems within smart retail settings
Full text linkThe study proposes a holistic approach to consumer service systems and “collective intelligence” by investigating
the Collective Knowledge Systems (CKSs) and the Social Semantic Web (SSW) platform as enablers for value
co-creation. Our paper makes progress exploring on value co-creation within smart retail settings focusing on
customer care service. A request management based on semantic web applications improves business processes,
exchange relevant information with stakeholders spreading the collected intelligence at multiple levels (consumers,
customer service, retailers). Modeling service systems as CKS allows retailers and customers to co-create
value that is “semanticized” and exploited as an improvement of the service itself
Refraiming Innovation: Service Science & Governance
No full textIf we believe in innovation, change that improves quality of life, and we believe that service innovation can
accelerate these positive changes in business (for customers) and society (for citizens), then we need to ask what
rules of the game help maximize service innovation? Our paper aims to reframe the Rules of Innovation from a
Service Science perspective as the study of different, interconnected, complex “human-centered value co-creation
systems” in business and society. As an emerging trans-discipline, Service Science draws on many existing
academic disciplines, creating a new whole, while enhancing the parts without replacing them. This requires a
change in perspective focusing on the fact that Service Innovation opportunities (in education, research, practice and
policy) depend on the improving interactions with other service systems strictly connected to the capability to
perceive the service context. Consequently, we believe that new governance mechanisms might support policy
makers at any decisional level (regional, local, national) contributing the useful scaling of new service innovations
in health, education, government, finance, hospitality, retail, communications, transportation, energy, utilities
Editoriale Introduction to the Special Section on the 2013 Naples Forum on Service: From Traditional Pillars to Future Research Avenues
No full textThe evolving dynamics of service co-creation in a viable systems perspective
No full textIn today’s competitive arena, competent responsible decision-makers have a core role in monitoring environmental
needs, trends and expectations and dealing with interactive relationships in the wider service ecosystem.
As there has been a shift in perspective from products to services, new research agendas focus on encouraging and
guiding managers towards an appropriate approach to service systems
Our paper – combining both a traditional analytical approach (focus on the parts) and holistic approach (focus on the
whole) – privileges a relational perspective and suggests an innovative methodology whereby system dynamics prevail
over structural components in order to analyze service systems for value co-creation.
In line with the aims of the present study, we argue that VSA is a coherent approach justifying the logical shift in the
pathway from a Service Dominant Logic (SDL) to Service Science (SS) and culminating in a process of General
Systems Theory (GST). This framework illustrates how value is co-created through interaction.
In substance, our paper explains how the dynamics of service co-creation evolves by means of an approach grounded on
a series of postulates inherent to VSA, SS and SDL. In this respect, the structure and system dichotomy clarifies the
statics and dynamics relative to products and services respectively
SMART TOURISM LOCAL SERVICE SYSTEMS (S-TLSS) TO ENHANCE TERRITORY REPUTATION AND COMPETITIVENESS
No full textThe shift from a Tourism Local Area (TLA) model to territory as a Smart Tourism Local Service System (S-TLSS) is analyzed for competitiveness, reputation quotient (RQ) and value co-creation.
Service Science Management and Engineering + Design (SSME+D) and the Viable Systems Approach (VSA) are integrated for equity, sustainability and resiliency in a multidisciplinary vision of a networked ecology of smarter service systems coherent with a brand destination management approach.
From a systems perspective, territories are highly complex systems and our integrated SSME+D&VSA framework pivoting on planning, design and growth, highlights the concept of Structural Variety and Systems Interactions whereby S-TLSS guarantees global competitive advantage for local system brand reputation.
Our TLA to S-TLSS model hinges on enhancement of attractive local resources, “smart multilevel governance” in local service systems competitiveness and reputation. Brand destination management defined through landscape potential, coordinated governance, and communication of place personality image and identity clearly constitutes a driver for sustainable socio- economic growth
Smart Tourism Local Service Systems (S-LTSS) to Enhance Territory reputation and Competitiveness
Full text link“An Integrated SS-VSA Analysis of Changing Job Roles”.
No full textThis 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 2008). The viability of societal systems depends on both entities
changing job roles offered and individuals changing job roles filled (Spohrer and Maglio, 2010b). 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, 1972).
Both Service Science (SS) and Viable Systems Approach (VSA) can be seen as less well known
specializations of General Systems Theory (von Bertalanffy, 1968, Spohrer and Kwan, 2009, Barile 2009,
Golinelli, 2010). 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., 2010)
An Integrated SS-VSA Analysis of Changing the Job, Special Issue, Service Science
No full textThis paper presents a first attempt at an integrated Service Science and Viable Systems Approach (SS-VSA) analysis of the real-world phenomenon of individuals changing jobs. Today, changing jobs multiple times 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 2008). The viability of nations, businesses, families, and other types of complex service system entities depends on evolving roles and the orderly process of changing individuals in those roles over time (Spohrer et.al, 2007). A viable system must maintain complex interactions with its environment, which includes other viable systems, whose behaviors and dynamics
are not easy to explain and predict (Beer 1972). How are service system entities and viable systems alike and how are they different? Do service systems and viable systems correspond to the same types of entities in the world
- …
