The Service System Is the Basic Abstraction of Service Science

Spohrer, Jim; Vargo, Stephen L.; Caswell, N.; Maglio, Paul P.

doi:10.1109/hicss.2008.451

Cited by 273 publications

(174 citation statements)

References 16 publications

Supporting

Mentioning

153

Contrasting

Unclassified

Order By: Relevance

“…It has first been introduced as a basic abstraction of the Service Science discipline by Spohrer et al (2008) at the 41st Hawaii International Conference on Systems Sciences (HICSS 2008). A later incarnation of their paper defines the service system as a ''configuration of people, technologies, and other resources that interact with other service systems to create mutual value'' (Maglio et al 2009, p. 395, emphasisadded).…”

Section: Conceptualizing Digital Service and Smart Servicementioning

confidence: 99%

Information systems for smart services

Beverungen

Matzner

Janiesch

2017

Inf Syst E-Bus Manage

View full text Add to dashboard Cite

Digital interactions among businesses and consumers through powerful information systems and omnipresent connected devices establish today's networked society. In this light, Service Science continues to take root as a research discipline that focuses on the integration of (digital) resources by service providers and service customers for value co-creation in service systems. Rapid advances in information technology allow for designing novel information systems that enable entirely new configurations of service systems. In turn, Service Science also leaves its mark on the design, adoption, and use of information systems and technology. With this special issue, we compile a set of timely papers that investigate selected facets of the complex interplay between information technology, information systems, and Service Science to design innovative IT artifacts for smart service. This editorial opens this special issue by elaborating on our understanding of smart service.

show abstract

Section: Conceptualizing Digital Service and Smart Servicementioning

confidence: 99%

Information systems for smart services

Beverungen

Matzner

Janiesch

2017

Inf Syst E-Bus Manage

View full text Add to dashboard Cite

show abstract

“…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). Using the reticular approach, destination operators may act as catalysts also for external entrepreneurial initiatives, directing them to common goals rather than to individual projects, enabling an increasing collective negotiating power towards other entities or stakeholders.…”

Section: Ssmed Implications For Destination Managementmentioning

confidence: 99%

A Service Science View of a Sustainable Destination Management

2012

CUBR

View full text Add to dashboard Cite

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.

show abstract

“…The ISPAR model of service system interactions [8] To reach outcome R two service system entities have to engage in interactions (I) which classify as service interactions (S) during which a proposal has to be communicated (P) and the service system entities have to reach an agreement about the service (A). If the service proceeds as agreed, it is said that the service is realized (R).…”

Section: Figmentioning

confidence: 99%

“…To better understand the dynamics of service systems, Spohrer and Kwan proposed the ISPAR model as a normative model of all possible service system interaction outcomes [8]. The ISPAR model shows ten possible interaction episodes, i.e., sequences of activities that are undertaken by two interacting service system entities.…”

Section: Introductionmentioning

confidence: 99%

Towards a Process Model for Service Systems

Lemey

Poels

2012

Lecture Notes in Business Information Processing

View full text Add to dashboard Cite

Abstract. Service Science is a new interdisciplinary approach to the study, design, implementation, and innovation of service systems. However due to the variety in service research, there is no consensus yet about the theoretical foundation of this domain. As a basis for a common understanding of service systems and their interactions, Service Science researchers Spohrer and Kwan proposed the service systems worldview. The ISPAR model was presented as a part of this service systems worldview as a tool for identifying ten possible interaction episodes i.e., the sequences of activities that are undertaken by two interacting service system entities. In this paper we evaluate the use of the ISPAR model as a process model for service systems. We identify the shortcomings of the ISPAR model and propose possible improvements. This analysis leads to the development of a new service process model which is demonstrated through tree different examples.

show abstract

The Service System Is the Basic Abstraction of Service Science

Cited by 273 publications

References 16 publications

Information systems for smart services

Information systems for smart services

A Service Science View of a Sustainable Destination Management

Towards a Process Model for Service Systems

Contact Info

Product

Resources

About