Principles Of Service Systems: An Ontological Approach

Abstract

SERVICE CONCEPTShe basic concepts of service, service systems, and service science have been well-developed. (Sampson and Froehle 2006, Maglio and Zysman 2007, and Katzan 2008b To fully benefit from the service perspective, however, an ontological foundation is required to facilitate communication among researchers and assist with the ongoing theoretical and pragmatic development of the discipline. To some extent, an ontology is dependant upon a particular point of view, and this paper seeks to identify a set of rigid descriptors that link to the various underlying concepts. We are going to take the view that a comprehensive depiction of the application domain is as important in service ontology as is the taxonomy used to describe it. ServiceIn a widely distributed paper on the science of service, Spohrer and associates (Spohrer 2007b) give several characteristics of an elementary service event: customer participation, simultaneity, perishability, intangibility, and heterogeneity. Customer participation refers to the co-production of the service experience and the co-creation of service value. Simultaneity denotes the fact that a service is produced and consumed simultaneously. Perishability refers to time perishable capacity from the provider"s viewpoint and opportunity loss from the client"s perspective. Intangibility normally denotes the obvious fact that goods are not produced by a service event. Lastly, heterogeneity refers to the variation in a service from client to client and from provider to provider, along with the recognition that a service system is a complex system that can be mediated by information technology. This seemingly simple definition belies the complexity of the situation, since there is a multiplicity of service definitions, based on existential considerations. A service is a socially constructed temporal event, and within that domain, an objectivist view of the subject matter is adopted. Service exists and possesses an implicit lifecycle comprised of design, development, analysis, and implementation, similar in nature to most technical innovations. Specificity will be added to the service lifecycle model in a later section. Moreover, a service evolves and is subject to descriptive and nominative modalities. As with traditional social activities, a service can be analyzed and measured. In fact, a service is an economic entity that possesses demonstrable value to the participants, in particular, and to organizations and society, as a whole. 1 The tangible/intangible terminology is unfortunate. In this instance, tangible implies a product. and intangible denotes a service. In later sections, tangible denotes demonstrable value, and intangible implies an affective state of awareness that differs between individuals.T

A ciência de serviço e algo de um legítimo admirável mundo novo

“…Entidades variam quanto ao seu papel único e sua contribuição para os resultados do serviço. Uma entidade pode ser, por exemplo, dona ou responsável pelo sistema, produtora, provedora do serviço, cliente ou objeto do serviço (Katzan, 2009 Uma visão enriquecida do sistema de serviço se forma com a Lógica Dominada por Serviço . Em sua revisão mais recente, a LDS incorpora 11 premissas fundamentais, listadas na Figura 2, sendo cinco delas axiomas das quais as demais derivam (Vargo & Lusch, 2016).…”

An Analysis of Blackboard as a Service System

“…Spohrer and others [11] have described service as "a type of interaction between particular kind of entities aimed at particular outcomes, specifically value co-creation outcomes". Katzan [12] has given the service number of definitions such as:…”

“…Service systems have defined as "collections of resources that can create value with other service systems through shared information" [15]. Besides, Katzan [12] describe service system as "a collection of resources, economic entities, and other services capable of engaging in and supporting one or more service events". However, Maglio and others [2] represent service systems as value creation correlations consist of people, technology, and organizations.…”

Characterizing organizations as service systems

“…High‐level categories of service system entities have been identified, including business, customer, and government entities (Gummesson & Polese, 2009). Katzan (2009) identifies five types of entities, each with its own unique role and contribution to service outcomes: service principal, service producer, service provider, service client or customer, and service object. A service principal is the legally recognized holder or owner of the service system as a whole.…”

“…The service producer is responsible for back‐end production of the service offering (e.g., infrastructure, availability), while the provider is responsible for the application of resources for the benefit of a service customer. A service object, “may be the direct recipient of the result of the service processes” (Katzan, 2009, p. 40).…”