Foundations Of Service Science Concepts And Facilities

Katzan, Harry

doi:10.19030/jss.v1i1.4297

Cited by 27 publications

(24 citation statements)

References 10 publications

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“…In other words, in order to build a science of service systems it is necessary to go beyond the limits of an analytical-reductionist perspective towards a more holistic approach (Christopher, 2007). In our opinion, this is where the Viable Systems Approach (Golinelli, 2010) can make a fundamental contribution to the Service Science challenge "to abstract" a service science from the study of service systems (Katzan, 2008;, by starting from the common roots in system thinking (von Bertalanffy, 1968) and also by taking into account relative Service Dominant Logic theoretical constructs. As a third methodological pathway halfway between reductionism and holism, (VSA) suggests shifting emphasis from the parts to the whole (Capra, 1996) through focusing on structural relations and on systems interaction.…”

Section: Introduction: Investigating Methodological Perspectives For mentioning

confidence: 99%

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

2010

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he 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 sustainability (EES) in healthcare service systems governance. As a result, a new area of cross fertilization for collaborative research emerges.

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Section: Introduction: Investigating Methodological Perspectives For mentioning

confidence: 99%

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

2010

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“…However, it must be considered that not all organizations and persons do have the same service requirements for which appropriate information is needed [20]. Most notably in knowledge intensive maintenance and repair work, a diverse expertise of actors with different experiences and backgrounds is needed [5].…”

Section: Related Workmentioning

confidence: 99%

Information Needs of the Mobile Technical Customer Service -- A Case Study in the Field of Machinery and Plant Engineering

Daeuble

Oezcan²,

Niemoeller³

et al. 2015

2015 48th Hawaii International Conference on System Sciences

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Information can be declared as fundamental component for the performance of service processes.Especially for the service provision of Technical Customer Services (TCS), information is a key driver for productivity. Thereto, mobile Information Systems (IS) are a critical success factor to provide the TCS with needed information for a high-quality service delivery at the right time, at the right place and in an adequate way. Before such IS can be designed purposefully, existing information needs have to be identified first. Therefore, we investigate information needs for mobile TCS in a case study of the machinery and plant engineering industry. The resulting consolidated catalogue of information needs gives an overview of needed information of the TCS during service processes and can thus serve as a starting point for the specification of mobile TCS support systems.

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“…Intuitively, entities are people, businesses, government agencies, and non-profit organizations (Spohrer, Maglio, Bailey, & Gruhl, 2007) (SSMED FC 2-Entities). Service systems are socially constructed collections of service events in which participants exchange beneficial actions through a knowledge-based strategy that captures value from a provider-client relationship (Katzan, 2008). A service system is any number of elements, interconnections, attributes, and stakeholders interacting in a co-productive relationship that creates value, in which principal interactions take place at the interface between providers and customers (Spohrer, Vargo, Maglio, & Caswell, 2008), focusing on engineering and delivering services using all available means to realize respective values for both providers and consumers (Qiu, 2009).…”

Section: Ssmed Implications For Destination Managementmentioning

confidence: 99%

A Service Science View of a Sustainable Destination Management

2012

CUBR

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We live in a service age. In everyday life, as well as in business management, every action, behaviour, process, strategy is increasingly oriented to service. Gradually, every human activity is positively affected by service logics in search of better performance and improved quality levels. Tourism business is strongly affected by the principles of service sciences, in fact, in tourism, both the internal organization of companies and the external promotion of destinations are strictly related to service. Moreover, we can observe how all relations intended for the development of tourism, as well as wise and competitive destination management are based on service logics. Thus, this paper aims at highlighting the relevant role of new service paradigms within the strategic and operational models of destination management, as well as the significant contribution of Service Sciences, Management and Engineering and Design (SSMED) foundations to business competitiveness for today's tourism enterprises. After analyzing the common behaviors of tourism destination actors, it has been possible to deploy a comparison between different statistical trends triggering a transition toward the service age. Thereafter, direct effects of verified changes on today's destination systems have been examined, highlighting an emerging common vision of organizations, operations, strategies, markets, and developments on tourism services.

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Foundations Of Service Science Concepts And Facilities

Abstract: This paper gives a conspectus of Service

Cited by 27 publications

References 10 publications

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

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

Information Needs of the Mobile Technical Customer Service -- A Case Study in the Field of Machinery and Plant Engineering

A Service Science View of a Sustainable Destination Management

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