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.

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.

Health care as a worldwide concern. Insights on the Italian and Indian health care systems and PPPs from a VSA perspective

2014 ◽  
Vol 9 (2) ◽  
pp. 198-220 ◽  
Author(s):  
Marialuisa Saviano ◽  
Ratri Parida ◽  
Francesco Caputo ◽  
Saroj Kumar Datta
Keyword(s):  
Health Care ◽  
Systems Approach ◽  
Health Care Systems ◽  
Theoretical Perspective ◽  
Service Systems ◽  
Potential Contribution ◽  
Care Needs ◽  
Content Type ◽  
Indian Health ◽  
Theoretical Approaches

Purpose – Health is a fundamental populations’ need and an integral part of the socio-economic development of a country. However, it is required to explain the growing role of the private sectors in addressing various health care needs. The purpose of this paper is to analyse potential contribution, criticalities and conditions of success of public-private partnership (PPP) as a strategy to face the complexity of nationally relevant Italian and Indian service systems. Design/methodology/approach – The methodology is built upon the basis of the viable systems approach (VSA) integrated with the fundamental interpretative elements of service science and service-dominant logic to contextualize interpretation to the management of service systems benefitting from recent advances in these research fields. Findings – A VSA-based general framework of reference is built that is useful for analysing any relational context in which different aims and expectations need to be harmonized to make the collaboration effective. On the basis of this framework, first insights on Italian and Indian health care PPPs are proposed, highlighting key elements of analysis and criticalities that may challenge a positive conclusion on health care PPPs. Practical implications – The implications of the study are both theoretical and practical. From a theoretical perspective, the study contributes to the scholarly understanding of complex health care system in Italy as well as in India with particular reference to the public-private collaboration phenomenon. It also suggests theoretical approaches in the form of a generic VSA-based framework as applicable. From a practical perspective, the study stimulates managers to a critical reflection about current health care management approaches which are reflected in the adoption of PPPs solutions. Originality/value – The paper discusses relevant worldwide decision-making challenges, such as the equality in the populations’ access to health service, suggesting managers the way to create conditions of consonance among the diverse stakeholders for a successful health care PPPs.

Thinking styles, gender, and decision making in Latin American management

2018 ◽  
Vol 31 (1) ◽  
pp. 29-42 ◽  
Author(s):  
Camelia Ilie ◽  
Guillermo Cardoza
Keyword(s):  
Decision Making ◽  
Latin America ◽  
Latin American ◽  
Positive Impact ◽  
Gender Diversity ◽  
Thinking Styles ◽  
Men And Women ◽  
Content Type ◽  
The Usa ◽  
Decision Making Processes

Purpose Many studies have analyzed how gender diversity and local culture condition the cognitive styles of managers and affect decision-making processes in organizations. Gender diversity has been defended from an equality perspective; it has been argued to improve decision-making processes and to have a positive impact on companies’ return on investment. The purpose of this paper is to analyze the differences between the thinking styles of men and women, in Latin America and the USA that support decision-making processes. An argument is given in favor of gender diversity in management teams, because of its positive implications in decision making. Design/methodology/approach The measurement instrument used was the Neethling Brain Instrument, developed based on recent neuroscience discovery. The sample comprised 1,216 executives from the USA and several countries in Latin America and the Caribbean, who have participated in executive training programs. Findings The results show differences in thinking styles by gender, but no differences were found in thinking styles or decision making between men and women at the same managerial level in either of the two regions. Similarly, results suggest that executives in the USA tend to base their management models on strategic thinking styles that focus on interpersonal relations and involve risk taking, while executives in Latin American countries tend to prefer thinking and management styles focusing on data analysis, execution, planning, and process control. Originality/value The results of the present study show that, in all regions, men score higher in rational thinking styles associated with the cortical areas, while women gravitate toward thinking styles where emotional schemes prevail, related to subcortical areas. These results could be useful for organizational leaders in charge of allocating roles and tasks to people, based on their thinking style strengths. The results can also be very valuable for Latin American organizations to design specific training and development programs for men and women accordingly with their individual needs and their managerial roles. They can also support the argument that diverse gender teams will guarantee complete decision-making processes.

Drifting the goals archetype: a systemic study

Kybernetes ◽  
2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Virupaxi Bagodi ◽  
Biswajit Mahanty
Keyword(s):  
Decision Making ◽  
Systems Thinking ◽  
Decision Makers ◽  
Content Type ◽  
Area Of Interest ◽  
Complex Decision Making ◽  
Complex Decision ◽  
Current Reality

PurposeManagerial decision-making is an area of interest to both academia and practitioners. Researchers found that managers often fail to manage complex decision-making tasks and system thinkers assert that generic structures known as systems archetypes help them to a great deal in handling such situations. In this paper, it is demonstrated that decision makers resort to lowering of goal (quick-fix) in order to resolve the gap between the goal and current reality in the “drifting the goals” systems archetype.Design/methodology/approachA real-life case study is taken up to highlight the pitfalls of “drifting the goals” systems archetype for a decision situation in the Indian two-wheeler industry. System dynamics modeling is made use of to obtain the results.FindingsThe decision makers fail to realize the pitfall of lowering the goal to resolve the gap between the goal and current reality. It is seen that, irrespective of current less-than-desirable performance, managers adopting corrective actions other than lowering of goals perform better in the long run. Further, it is demonstrated that extending the boundary and experimentation results in designing a better service system and setting benchmarks.Practical implicationsThe best possible way to avoid the pitfall is to hold the vision and not lower the long term goal. The managers must be aware of the pitfalls beforehand.Originality/valueSystems thinking is important in complex decision-making tasks. Managers need to embrace long-term perspective in decision-making. This paper demonstrates the value of systems thinking in terms of a case study on the “drifting the goals” systems archetype.

A case-based reasoning system for fault detection and isolation: a case study on complex gearboxes

2019 ◽  
Vol 25 (2) ◽  
pp. 213-235 ◽  
Author(s):  
Soumava Boral ◽  
Sanjay Kumar Chaturvedi ◽  
V.N.A. Naikan
Keyword(s):  
Decision Making ◽  
Fault Detection ◽  
Large Scale ◽  
Fault Detection And Isolation ◽  
Decision Making Process ◽  
Case Based Reasoning ◽  
Content Type ◽  
Complex Decision Making ◽  
Complex Decision ◽  
Case Based

Purpose Usually, the machinery in process plants is exposed to harsh and uncontrolled environmental conditions. Even after taking different types of preventive measures to detect and isolate the faults at the earliest possible opportunity becomes a complex decision-making process that often requires experts’ opinions and judicious decisions. The purpose of this paper is to propose a framework to detect, isolate and to suggest appropriate maintenance tasks for large-scale complex machinery (i.e. gearboxes of steel processing plant) in a simplified and structured manner by utilizing the prior fault histories available with the organization in conjunction with case-based reasoning (CBR) approach. It is also demonstrated that the proposed framework can easily be implemented by using today’s graphical user interface enabled tools such as Microsoft Visual Basic and similar. Design/methodology/approach CBR, an amalgamated domain of artificial intelligence and human cognitive process, has been applied to carry out the task of fault detection and isolation (FDI). Findings The equipment failure history and actions taken along with the pertinent health indicators are sufficient to detect and isolate the existing fault(s) and to suggest proper maintenance actions to minimize associated losses. The complex decision-making process of maintaining such equipment can exploit the principle of CBR and overcome the limitations of the techniques such as artificial neural networks and expert systems. The proposed CBR-based framework is able to provide inference with minimum or even with some missing information to take appropriate actions. This proposed framework would alleviate from the frequent requirement of expert’s interventions and in-depth knowledge of various analysis techniques expected to be known to process engineers. Originality/value The CBR approach has demonstrated its usefulness in many areas of practical applications. The authors perceive its application potentiality to FDI with suggested maintenance actions to alleviate an end-user from the frequent requirement of an expert for diagnosis or inference. The proposed framework can serve as a useful tool/aid to the process engineers to detect and isolate the fault of large-scale complex machinery with suggested actions in a simplified way.

scholarly journals Integrated approach for risk management in servitization decision-making process

2020 ◽  
Vol 26 (7) ◽  
pp. 1949-1977 ◽  
Author(s):  
Sarra Dahmani ◽  
Xavier Boucher ◽  
Didier Gourc ◽  
Sophie Peillon ◽  
François Marmier
Keyword(s):  
Decision Making ◽  
Decision Process ◽  
Positive Impact ◽  
Practical Implication ◽  
Risk Identification ◽  
Decision Makers ◽  
Decision Making Process ◽  
Research Approach ◽  
Content Type ◽  
Action Research Approach

PurposeThe paper proposes an innovative systemic method helping decision-makers to control servitization transition process, through decision process risk diagnosis.Design/methodology/approachThe proposed method is based on the modeling of decision processes and risk identification and analysis. This method was based on an action-research approach, in close relationship with two companies (SMEs). The paper develops the feasibility experiment at Automelec company.FindingsThe method was successfully implemented and delivered concrete diagnosis results.Research limitations/implicationsThe generalization of the applicability of the method needs to be tested on several different cases.Practical implicationsThe first practical implication is related to the efficiency of the method to help decision-makers in a servitization context to limit uncertainty and get a global view of the weaknesses of their decision-making process, it raises their awareness about servitization transition for their companies. Furthermore, the method also helps to explain the strategy of a servitization transition. It enhances the level of maturity of the decision process of the company, and can be used as a training/learning tool for managers.Social implicationsThe results brought by the research contribute to give the decision-making boards for organization living a servitization transition and especially SMEs a better control over the servitization decision process and related risks, which will increase the economic stability of the company and its vision over long, medium and short horizons. This will bring positive impact on the overall economic and social environment and networks of the servitized SME, and enhance the confidence of coworkers, subcontractors and clients.Originality/valueThe first originality of the paper is related to the new way of considering risk, not only as an analysis criterion but as the central driver in steering a strategic transition for the company, such as servitization. The second originality of the study is about assessing risk occurrence over a decision-making process through decision reliability and decision confidence.

scholarly journals The viable decision maker for CAS survival: how to change and adapt through fitting process

2017 ◽  
Vol 27 (5) ◽  
pp. 1006-1023 ◽  
Author(s):  
Luca Carrubbo ◽  
Francesca Iandolo ◽  
Valentina Pitardi ◽  
Mario Calabrese
Keyword(s):  
Decision Making ◽  
Decision Maker ◽  
Complex Adaptive Systems ◽  
Adaptive Systems ◽  
Organizational Design ◽  
Decision Making Process ◽  
Theoretical Frameworks ◽  
General Process ◽  
Content Type ◽  
Complex Adaptive

Purpose The purpose of this paper is to investigate the decision-making process in the management of the complex adaptive systems (CAS), particularly focusing on the dimensions that affect the individual decision maker (DM) when passing from decision to behavior in fitting processes. Although the importance of the general process of fitting in terms of organizational design has been highlighted in earlier studies, a closer focus on the DM perspective is required. Design/methodology/approach Starting from the theoretical frameworks of viable systems approach (vSa) and addressing the evolving concepts of change and adaptation in CAS, the work takes the DM perspective and investigates the dimensions involved in the paths that lead complex decisions into behaviors, when referring to fitting processes. The paper reviews the vSa and the concept of CAS, deepening the decision making in fitting processes. Then, the paper proceeds to discuss the schemes and the categories that affect, at different levels, the decision and behavioral choices by proposing an interpretative framework. Findings The paper proposes a general framework useful to recognize/identify which are the elements/dimensions that have to be considered when organizations change in pursuing survival. The findings of the paper also show how adopting a vSa as a meta-model can be insightful to the understanding of service systems and useful in fully comprehending decision-making processes and behavior in complex adaptive system. Originality/value The originality of this paper lies in exploring the decision making process in CAS, adopting a closer perspective on the single DM through the lens of the vSa.

Fuzzy C-means based data envelopment analysis for mitigating the impact of units’ heterogeneity

Kybernetes ◽  
2016 ◽  
Vol 45 (3) ◽  
pp. 536-551 ◽  
Author(s):  
Seyed Hossein Razavi Hajiagha ◽  
Shide Sadat Hashemi ◽  
Hannan Amoozad Mahdiraji
Keyword(s):  
Decision Making ◽  
Data Envelopment Analysis ◽  
Negative Impact ◽  
Positive Impact ◽  
Efficiency Score ◽  
Data Envelopment ◽  
Content Type ◽  
Fuzzy C Means ◽  
The Impact ◽  
Decision Making Units

Purpose – Data envelopment analysis (DEA) is a non-parametric model that is developed for evaluating the relative efficiency of a set of homogeneous decision-making units that each unit transforms multiple inputs into multiple outputs. However, usually the decision-making units are not completely similar. The purpose of this paper is to propose an algorithm for DEA applications when considered DMUs are non-homogeneous. Design/methodology/approach – To reach this aim, an algorithm is designed to mitigate the impact of heterogeneity on efficiency evaluation. Using fuzzy C-means algorithm, a fuzzy clustering is obtained for DMUs based on their inputs and outputs. Then, the fuzzy C-means based DEA approach is used for finding the efficiency of DMUs in different clusters. Finally, the different efficiencies of each DMU are aggregated based on the membership values of DMUs in clusters. Findings – Heterogeneity causes some positive impact on some DMUs while it has negative impact on other ones. The proposed method mitigates this undesirable impact and a different distribution of efficiency score is obtained that neglects this unintended impacts. Research limitations/implications – The proposed method can be applied in DEA applications with a large number of DMUs in different situations, where some of them enjoyed the good environmental conditions, while others suffered from bad conditions. Therefore, a better assessment of real performance can be obtained. Originality/value – The paper proposed a hybrid algorithm combination of fuzzy C-means clustering method with classic DEA models for the first time.

scholarly journals Leveraging service design for healthcare transformation: toward people-centered, integrated, and technology-enabled healthcare systems

2020 ◽  
Vol 31 (5) ◽  
pp. 889-909 ◽  
Author(s):  
Lia Patrício ◽  
Daniela Sangiorgi ◽  
Dominik Mahr ◽  
Martina Čaić ◽  
Saleh Kalantari ◽  
...  
Keyword(s):  
Design Research ◽  
Systems Approach ◽  
Service Design ◽  
Healthcare Systems ◽  
Service Systems ◽  
Design Approach ◽  
Content Type ◽  
Centered Care ◽  
Conceptual Study ◽  
Healthcare Transformation

PurposeThis paper explores how service design can contribute to the evolution of health service systems, moving them toward people-centered, integrated and technology-enabled care; the paper develops a research agenda to leverage service design research for healthcare transformation.Design/methodology/approachThis conceptual study starts by analyzing healthcare challenges in terms of demographic trends and economic constraints, along with the problems of lack of people-centricity, dispersion of care and slowness in incorporating emerging technologies. Then, it examines the theoretical underpinnings of service design to develop a framework for exploring how a human-centered, transformative and service systems approach can contribute to addressing healthcare challenges, with illustrative cases of service design research in healthcare being given.FindingsThe proposed framework explores how a human-centered service design approach can leverage the potential of technology and advance healthcare systems toward people-centered care; how a transformative service design approach can go beyond explanatory research of healthcare phenomena to develop innovative solutions for healthcare change and wellbeing; and how a service systems perspective can address the complexity of healthcare systems, hence moving toward integrated care.Originality/valueThis paper systematizes and develops a framework for how service design can contribute to healthcare transformation. It identifies key healthcare application areas for future service design research and pathways for advancing service design in healthcare by using new interdisciplinary bridges, methodological developments and theoretical foundations.

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