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Title
Abstract
Introduction
Overview of Service Theories and Frameworks
Analysis
Discussion
Conclusion and Future Work
References
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Philosophy
Metaphysics

Towards a Service System Ontology for Service Science

Profile image of Geert PoelsGeert Poels

2011, Lecture Notes in Computer Science

https://doi.org/10.1007/978-3-642-25535-9_17
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15 pages

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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. In this paper we clarify the service systems worldview proposed by Service Science researchers Spohrer and Kwan by investigating its foundational concepts from the perspective of established service theories and frameworks. By mapping the proposed service system concepts on the selected service theories and frameworks, we investigate their theoretical foundations, examine their proposed definitions and possible conflicting interpretations, discover their likely relationships and general structure, and identify a number of issues that need further discussion and elaboration. This analysis is visualised in a multi-view conceptual model (in the form of a UML class diagram) which we regard as a first step towards an explicitly and formally defined service system ontology.

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References (21)

  1. IfM, IBM: Succeeding through service innovation: a service perspective for education, research, business and government. University of Cambridge Institute for Manufacturing, Cambridge (2008)
  2. Alter, S.: Service system fundamentals: Work system, value chain, and life cycle. IBM Systems Journal 47, 71-85 (2010)
  3. Vargo, S.L., Maglio, P.P., Akaka, M.A.: On value and value co-creation: A service systems and service logic perspective. European management journal 26, 145-152 (2008)
  4. Spohrer, J., Kwan, S.K.: Service Science, Management, Engineering, and Design (SSMED): An Emerging Discipline-Outline & References. International Journal of Information Systems in the Service Sector (IJISSS) 1, 1-31 (2009)
  5. Spohrer, J., Maglio, P.P.: Service Science: Towards a Smarter Planet. In: Salvendy, G., Karwowski, W. (eds.) Introduction to Service Engineering. John Wiley & Sons (2010)
  6. Spohrer, J., Anderson, L., Pass, N., Ager, T.: Service science and service-dominant logic. In: Otago Forum 2: Academis papers, pp. 4-18. (2008)
  7. Spohrer, J., Golinelli, G.M., Piciocchi, P., Bassano, C.: An Integrated SS-VSA Analysis of Changing Job Roles. Service Science 2(1/2), pp 1-20 (2010)
  8. Maglio, P.P., Vargo, S.L., Caswell, N., Spohrer, J.: The service system is the basic abstraction of service science. Information Systems and e-business Management 7, 395-406 (2009)
  9. Chesbrough, H., Spohrer, J.: A research manifesto for services science. Communications of the ACM 49, 35-40 (2006)
  10. Maglio, P.P., Srinivasan, S., Kreulen, J.T., Spohrer, J.: Service systems, service scientists, SSME, and innovation. Communications of the ACM 49, 81-85 (2006)
  11. Spohrer, J., Maglio, P.P., Bailey, J., Gruhl, D.: Steps toward a science of service systems. Computer 40, 71-77 (2007)
  12. Barile, S., Spohrer, J., Polese, F.: System Thinking for Service Research Advances. Service Science 2, (2010)
  13. Mora, M., S., R.M., Rory, O.C., Gelman, O.: Toward an Integrated Conceptualization of the service and Service system Concepts: A systems approach. International Journal of Information Systems in the Service Sector (IJISSS) 1, 36-57 pp (2009)
  14. Ferrario, R., Guarino, N.: Towards an ontological foundation for services science. Future Internet-FIS 2008 152-169 (2009)
  15. Vargo, S., Lusch, R.: Evolving to a new dominant logic for marketing. Journal of marketing 68, 1-17 (2004)
  16. Vargo, S., Lusch, R.: From goods to service (s): Divergences and convergences of logics. Industrial Marketing Management 37, 254-259 (2008)
  17. Lusch, R., Vargo, S., Wessels, G.: Toward a conceptual foundation for service science: Contributions from service-dominant logic. IBM Systems Journal 47, 5-14 (2010)
  18. Sampson, S., Froehle, C.: Foundations and implications of a proposed unified services theory. Production and Operations Management 15, 329 (2006)
  19. Alter, S.: The work system method: connecting people, processes, and IT for business results. Work System Press (2006)
  20. Parasuraman, A., Zeithaml, V., Berry, L.: A conceptual model of service quality and its implications for future research. The Journal of Marketing 49, 41-50 (1985)
  21. Wild, P.J.: A systemic framework for supporting cross-disciplinary efforts in services research. CIRP Journal of Manufacturing Science and Technology (2010)

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    • Cited by

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