Decision-Making in Smart Service Systems: A Viable Systems Approach Contribution to Service Science Advances

2016 ◽  
pp. 3-14 ◽  
Author(s):  
Francesco Polese ◽  
Aurelio Tommasetti ◽  
Massimiliano Vesci ◽  
Luca Carrubbo ◽  
Orlando Troisi
Keyword(s):  
Decision Making ◽  
Systems Approach ◽  
Service Systems ◽  
Service Science ◽  
Viable Systems ◽  
Smart Service ◽  
Viable Systems Approach

Governing business dynamics in complex contexts

2012 ◽  
pp. 39-59
Author(s):  
Roberto Aguiari ◽  
Primiano Di Nauta
Keyword(s):  
Value Creation ◽  
Systems Approach ◽  
Service Systems ◽  
Service Science ◽  
Viable Systems ◽  
Business Dynamics ◽  
Science Management ◽  
The Many ◽  
Complex Phenomena ◽  
Viable Systems Approach

The paper is to highlight the peculiarities of Service Science, Management and Engineering (SSME) and its proposals with reference to network and systems theories, such as the Many-to-Many, and the Viable Systems Approach (VSA), (VSA) represents an interpretative lens for complex phenomena, and seems to be suitable for analysing service systems because its capacity to move from holism to reductionism, respecting the single characteristics of each entity of the context. SSME and Many-to-Many are gradually being integrated, and the network theories, and specifically (VSA), could considerably support this process by contributing with its own scientific proposals. Authors believe that the (VSA)'s view on business purposes, value creation and the management of relations are strongly coherent with the view proposed or tacitly implied by SSME and Many-to-Many approach.

A New Systems Perspective in Retail Service Marketing

2014 ◽  
pp. 197-218 ◽  
Author(s):  
Sergio Barile ◽  
Marialuisa Saviano
Keyword(s):  
Systems Approach ◽  
Service Marketing ◽  
Service Systems ◽  
Paradigm Change ◽  
Market Exchange ◽  
Viable Systems ◽  
Systems Perspective ◽  
Retail Service ◽  
General Service ◽  
Viable Systems Approach

The aim of this chapter is to highlight the necessity of a change in perspective and a new approach to Retail Service Marketing by addressing the recent challenges posed by a radical rethinking of market exchange logic using a service view. Recent Service Marketing advances are analyzed, which lead to the Service Dominant Logic proposal to take a general service view of market exchange, envisaging an emerging paradigm change. However, the key to this potential paradigm change is not yet well focused. A gap in the theoretical approach emerges that can be closed by adopting the Viable Systems Approach and the structure-system interpretation scheme. Their implications for retailing are discussed, and the key to change is emphasized. This chapter introduces a new theoretical and conceptual framework rooted in systems thinking, which recommends a Service Systems Approach to Retail Marketing.

Empowering value co-creation in the digital age

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Sergio Barile ◽  
Clara Bassano ◽  
Paolo Piciocchi ◽  
Marialuisa Saviano ◽  
James Clinton Spohrer
Keyword(s):  
Decision Making ◽  
Systems Approach ◽  
Positive Impact ◽  
Digital Age ◽  
Service Systems ◽  
Theoretical Frameworks ◽  
Content Type ◽  
Viable Systems ◽  
Complex Decision Making ◽  
Interpretative Approach

Purpose Technology is revolutionizing the management logic of service systems. The increasing use of artificial intelligence (AI), in particular, is challenging interaction between humans and machines changing the service systems’ value co-creation configurations and logic. To envision possible future scenarios, this paper aims to reflect upon how the humans’ use of AI technology can impact value co-creation. Design/methodology/approach The study is developed, at a conceptual level, using selected elements from managerial and marketing theoretical frameworks interested in value co-creation – Service-Dominant Logic, Service Science and Viable Systems Approach (VSA) – used as interpretative tools to reframe value co-creation in the digital age. Findings The interpretative approach adopted and, in particular, the new VSA notion of Intelligence Augmentation (IA), in the perspective of the information variety model, shed new light on value co-creation in the digital age framing a possible “IA effect” that can empower value co-creation in complex decision-making contexts. Practical implications The study provides insights useful in the design and management of service systems suggesting a rethinking of the view of AI as a means for mainly increasing the smartness of service systems and a new focus on the enhancement of the human resources contribution to make the service systems wiser. Originality/value The paper provides a refocused interpretative view of the interaction between humans and AI that looks at a possible positive impact of the use of AI on humans in terms of augmented decision-making capabilities in conditions of complexity.

A New Systems Perspective in Retail Service Marketing

2015 ◽  
pp. 2079-2101
Author(s):  
Sergio Barile ◽  
Marialuisa Saviano
Keyword(s):  
Systems Approach ◽  
Service Marketing ◽  
Service Systems ◽  
Paradigm Change ◽  
Market Exchange ◽  
Viable Systems ◽  
Systems Perspective ◽  
Retail Service ◽  
General Service ◽  
Viable Systems Approach

The aim of this chapter is to highlight the necessity of a change in perspective and a new approach to Retail Service Marketing by addressing the recent challenges posed by a radical rethinking of market exchange logic using a service view. Recent Service Marketing advances are analyzed, which lead to the Service Dominant Logic proposal to take a general service view of market exchange, envisaging an emerging paradigm change. However, the key to this potential paradigm change is not yet well focused. A gap in the theoretical approach emerges that can be closed by adopting the Viable Systems Approach and the structure-system interpretation scheme. Their implications for retailing are discussed, and the key to change is emphasized. This chapter introduces a new theoretical and conceptual framework rooted in systems thinking, which recommends a Service Systems Approach to Retail Marketing.

Systems, networks, and ecosystems in service research

2016 ◽  
Vol 27 (4) ◽  
pp. 652-674 ◽  
Author(s):  
Sergio Barile ◽  
Robert Lusch ◽  
Javier Reynoso ◽  
Marialuisa Saviano ◽  
James Spohrer
Keyword(s):  
Systems Approach ◽  
The Body ◽  
Service Systems ◽  
Service Research ◽  
Interaction Patterns ◽  
Service Networks ◽  
Content Type ◽  
Viable Systems ◽  
Conceptual Paper ◽  
Level Of Analysis

Purpose – The purpose of this paper is to create awareness on the need for lifting up the level of analysis in service research by focusing on systems, networks, and ecosystems to contribute to the research expansion of the traditionally narrow view of service. Design/methodology/approach – This conceptual paper is built upon three blocks. First, the viable systems approach is revised to highlight the survival, viability, and complexity of service systems. Second, the dynamics of service networks is discussed using an ecological view of service with a nested, networked configuration. Third, these two previous perspectives are integrated using the fundamentals of ecosystems thinking. Findings – This paper outlines a novel, tri-level approach reorienting and reframing our thinking around systems, networks, and ecosystems. Some research challenges and directions that could expand the body of knowledge in service research are also discussed. Research limitations/implications – The tri-level approach proposed in this conceptual paper could be enriched with other theoretical perspectives and empirical explorations. Practical implications – Lifting the level of analysis by focussing on service systems, service networks, and service ecosystems would allow practitioners to expand their business perspective to better face the challenges of complex business settings, enabling them to co-create value for all their stakeholders. Originality/value – The paper contributes to set the foundation for the next stage of service research by going beyond dyadic interactions to address dynamic systems, networks, and ecosystems across different interaction patterns in complex business configurations.

scholarly journals From Viability to Sustainability: The Contribution of the Viable Systems Approach (VSA)

2018 ◽  
Vol 10 (3) ◽  
pp. 725 ◽  
Author(s):  
Vincenzo Formisano ◽  
Bernardino Quattrociocchi ◽  
Maria Fedele ◽  
Mario Calabrese
Keyword(s):  
Systems Approach ◽  
Viable Systems ◽  
Viable Systems Approach
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