Network Management and Service Systems

2015 ◽  
Vol 28 (1) ◽  
pp. 38-56 ◽  
Author(s):  
Rainer Alt ◽  
Clemens Eckert ◽  
Thomas Puschmann
Keyword(s):  
Network Management ◽  
Service Providers ◽  
Service System ◽  
Financial Service ◽  
Service Systems ◽  
Service Science ◽  
Support Network ◽  
Value Chains ◽  
Dynamic Configuration ◽  
Oriented Research

Service science views companies as service system entities that interact with other entities to create value. In today's networked value chains competition is no longer among companies, but among networks that may be regarded as service ecologies. Following service science each entity comprises a dynamic configuration of resources and structures, thus a variety of design aspects needs alignment within these ecologies. To manage service ecologies this article suggests to link insights from network management with service science. A multi-dimensional framework consistently describes the organizational aspects of network management among service system entities as well as the required processes to align activities between service system entities and the possible information systems to support network management. The framework emerged from a design-oriented research project based on eleven interviews with managers from financial service providers in Germany and Switzerland.

Value-Oriented Specification of Service Systems

2015 ◽  
Vol 7 (1) ◽  
pp. 60-81 ◽  
Author(s):  
João Pombinho ◽  
David Aveiro ◽  
José Tribolet
Keyword(s):  
Future Development ◽  
Service System ◽  
State Of The Art ◽  
Service Systems ◽  
Service Science ◽  
Value Chains ◽  
Enterprise System ◽  
Enterprise Engineering ◽  
Business Modeling ◽  
Main Shortcoming

In this paper, we analyze relevant state of the art in the areas of Service Science, Business Modeling and Enterprise Engineering in specifying service systems. The main shortcoming identified essentially resides in the lack of capability to model the purpose and value of a given service system in a structured way to guide current and future development efforts. In order to address these issues, our research focuses on modeling enterprises as service systems along three perspectives, namely: construction, function and contribution to differentiate and integrate their teleological and ontological models. With the proposed approach, we are able to clearly specify how each component of an enterprise system provides a service – thus value – to other components of the same system or of the environment along different, possibly intertwining and overlapped value chains.

Value-Oriented Specification of Service Systems

2015 ◽  
pp. 374-395
Author(s):  
João Pombinho ◽  
David Aveiro ◽  
José Tribolet
Keyword(s):  
Future Development ◽  
Service System ◽  
State Of The Art ◽  
Service Systems ◽  
Service Science ◽  
Value Chains ◽  
Enterprise System ◽  
Enterprise Engineering ◽  
Business Modeling ◽  
Main Shortcoming

In this paper, we analyze relevant state of the art in the areas of Service Science, Business Modeling and Enterprise Engineering in specifying service systems. The main shortcoming identified essentially resides in the lack of capability to model the purpose and value of a given service system in a structured way to guide current and future development efforts. In order to address these issues, our research focuses on modeling enterprises as service systems along three perspectives, namely: construction, function and contribution to differentiate and integrate their teleological and ontological models. With the proposed approach, we are able to clearly specify how each component of an enterprise system provides a service – thus value – to other components of the same system or of the environment along different, possibly intertwining and overlapped value chains.

The Architecture of Service Systems as the Framework for the Definition of Service Science Scope

2010 ◽  
pp. 560-582
Author(s):  
Andrew Targowski
Keyword(s):  
User Interface ◽  
Service User ◽  
Service System ◽  
Enterprise Systems ◽  
Service Systems ◽  
Service Science ◽  
Systems Architecture ◽  
Level Of Involvement ◽  
Definition Of ◽  
Generic Service

The purpose of this study is to define generic service processes, their system, and a scope of service science developed originally by the author. In the presented approach, the main criterion is the class of serviced users, since this leads to the six kinds of process recognition and eventually helps in planning e-service systems’ architecture. E-service system (e-SS) is defined as a mission-goal-strategy-driven configuration of technology, organizational processes and networks designed to deliver HTservicesTH that satisfy the needs, wants, or aspirations of customers. Marketing, operations, and global environment considerations have significant implications for the design of an e-service system. Four criteria which impact e-service systems’ architecture have been defined as: service business model, customer contact and level of involvement (Service User Interface), service provider’s enterprise complexity (Enterprise Systems and Networks), and scope of goods involved in service. It was proved that the e-service system is the intermediary layer between Service User Interface and Enterprise Systems and Networks. Two examples of e-SS have been modeled.

Service Science

2012 ◽  
Vol 4 (3) ◽  
pp. 51-69 ◽  
Author(s):  
Noel Carroll ◽  
Ita Richardson ◽  
Eoin Whelan
Keyword(s):  
Network Theory ◽  
Service System ◽  
Actor Network Theory ◽  
Service Systems ◽  
Service Science ◽  
Service Networks ◽  
Specific Service ◽  
Technological Factors ◽  
Service Environment ◽  
System Reconfiguration

Service comprise of socio-technical (human and technological) factors which exchange various resources and competencies. Service networks are used to transfer resources and competencies, yet they remain an underexplored and ‘invisible’ infrastructure. Service networks become increasingly complex when technology is implemented to execute specific service processes. This ultimately adds to the complexity of a service environment, making it one of the most difficult environments to examine and manage. In addition, although the emerging paradigm of ‘Service Science’ calls for more theoretical focus on understanding complex service systems, few efforts have surfaced which apply a new theoretical lens on understanding the underlying trajectories of socio-technical dynamics within a service system. This paper presents a literature review on Actor-Network Theory (ANT) and discusses how it may be employed to examine the socio-technical nature of service networks. ANT offers a rich vocabulary to describe the interplay of socio-technical dynamics which influence the service system reconfiguration. Thus, this paper offers a discussion on how ANT may be employed to examine the complexity of service systems and service innovation.

scholarly journals A Service Science Perspective on Resilience of Service Organisations

2021 ◽  
Vol 38 ◽  
pp. 02002
Author(s):  
Thang Le Dinh ◽  
Thanh Thoa Pham Thi ◽  
Nguyen Anh Khoa Dam ◽  
William Menvielle
Keyword(s):  
Service System ◽  
Crisis Response ◽  
Service Systems ◽  
Service Science ◽  
Business Services ◽  
Service Levels ◽  
Different Types ◽  
Science And Politics ◽  
Levels Of Service

Nowadays, different types of unexpected turbulence and disruptions lead to challenges and changing conditions of the environment that organisations operate. The previous studies related to crisis response or service recovery have addressed many aspects of the governance of an organisation in reacting to crisis or failure situations, including innovation and bureaucracy, science and politics, and decision-making speed. However, there is still little attention on supporting service organisations to revise and adapt their business services in a coherent manner to overcome the challenges from disruptive events. In order to improve organisational resilience, this paper presents an approach based on the service science perspective for service organisations to adapt their services at the three levels of service science, including the network of service systems, service system, and service levels. The paper also presents a case study of using the proposed approach in cultural organisations and ends with a discussion and some conclusions.

scholarly journals Rethinking Service Systems and Public Policy: A Transformative Refugee Service Experience Framework

2020 ◽  
pp. 074391562096281
Author(s):  
Silke Boenigk ◽  
Raymond Fisk ◽  
Sertan Kabadayi ◽  
Linda Alkire ◽  
Lilliemay Cheung ◽  
...  
Keyword(s):  
Public Policy ◽  
Nonprofit Organizations ◽  
Service Providers ◽  
Service System ◽  
Well Being ◽  
Research Literature ◽  
Service Systems ◽  
Policy Makers ◽  
Service Experience ◽  
Research Questions

The global refugee crisis is a complex humanitarian problem. Service researchers can assist in solving this crisis because refugees are immersed in complex human service systems. Drawing on marketing, sociology, transformative service, and consumer research literature, this study develops a Transformative Refugee Service Experience Framework to enable researchers, service actors, and public policy makers to navigate the challenges faced throughout a refugee’s service journey. The primary dimensions of this framework encompass the spectrum from hostile to hospitable refugee service systems and the resulting suffering or well-being in refugees’ experiences. The authors conceptualize this at three refugee service journey phases (entry, transition, and exit) and at three refugee service system levels (macro, meso, and micro) of analysis. The framework is supported by brief examples from a range of service-related refugee contexts as well as a Web Appendix with additional cases. Moreover, the authors derive a comprehensive research agenda from the framework, with detailed research questions for public policy and (service) marketing researchers. Managerial directions are provided to increase awareness of refugee service problems; stimulate productive interactions; and improve collaboration among public and nonprofit organizations, private service providers, and refugees. Finally, this work provides a vision for creating hospitable refugee service systems.

The Architecture of Service Systems as the Framework for the Definition of Service Science Scope

2011 ◽  
pp. 55-75 ◽  
Author(s):  
Andrew Targowski
Keyword(s):  
User Interface ◽  
Service User ◽  
Service System ◽  
Enterprise Systems ◽  
Service Systems ◽  
Service Science ◽  
Systems Architecture ◽  
Level Of Involvement ◽  
Definition Of ◽  
Generic Service

The purpose of this study is to define generic service processes, their system, and a scope of service science developed originally by the author. In the presented approach, the main criterion is the class of serviced users, since this leads to the six kinds of process recognition and eventually helps in planning e-service systems’ architecture. E-service system (e-SS) is defined as a mission-goal-strategy-driven configuration of technology, organizational processes and networks designed to deliver HTservicesTH that satisfy the needs, wants, or aspirations of customers. Marketing, operations, and global environment considerations have significant implications for the design of an e-service system. Four criteria which impact e-service systems’ architecture have been defined as: service business model, customer contact and level of involvement (Service User Interface), service provider’s enterprise complexity (Enterprise Systems and Networks), and scope of goods involved in service. It was proved that the e-service system is the intermediary layer between Service User Interface and Enterprise Systems and Networks. Two examples of e-SS have been modeled.

scholarly journals Flexible assertive community treatment teams can change complex and fragmented service systems: experiences of service providers

2021 ◽  
Vol 15 (1) ◽  
Author(s):  
Kristin Trane ◽  
Kristian Aasbrenn ◽  
Martin Rønningen ◽  
Sigrun Odden ◽  
Annika Lexén ◽  
...  
Keyword(s):  
Health Service ◽  
Assertive Community Treatment ◽  
Service Providers ◽  
Service System ◽  
Service Systems ◽  
Community Treatment ◽  
Integrative Health ◽  
Service Models ◽  
Study Team ◽  
Group Interviews

Abstract Background Implementing innovative health service models in existing service systems is complicated and context dependent. Flexible assertive community treatment (FACT) is a multidisciplinary service model aimed at providing integrated care for people with severe mental illness. The model was developed in the Netherlands and is now used in several countries, such as Norway. The Norwegian service system is complex and fragmented, with challenges in collaboration. Limited research has been performed on FACT teams and other new integrative health service models as part of such systems. However, such knowledge is important for future adjustments of innovation processes and service systems. Our aim was to explore how FACT teams are integrated into the existing formal public service system, how they function and affect the system, and describe some influencing factors to this. We sought to address how service providers in the existing service system experience the functioning of FACT teams in the system. Methods Five focus group interviews were undertaken 3 years after the FACT teams were implemented. Forty service providers representing different services from both levels of administration (primary and specialist healthcare) from different Norwegian regions participated in this study. Team leaders of the FACT teams also participated. Service providers were recruited through purposeful sampling. Interviews were analysed using thematic text analysis. Results The analysis revealed five main themes regarding FACT teams: (1) They form a bridge between different services; (2) They collaborate with other services; (3) They undertake responsibility and reassure other services; (4) They do not close all gaps in service systems; and (5) They are part of a service system that hampers their functioning. Conclusions The FACT teams in this study contributed to positive changes in the existing service system. They largely contributed to less complex and fragmented systems by forming a bridge and undertaking responsibility in the system and by collaborating with and reassuring other services; this has reduced some gaps in the system. The way FACT teams function and needs of the existing system appear to have contributed positively to these findings. However, complexity and fragmentation of the system partly hamper functioning of the FACT teams.

scholarly journals A Survey on Product of Smart Service System

2019 ◽  
Vol 2 (3) ◽  
pp. 173-185
Author(s):  
Moh. Roufiq Azmy
Keyword(s):  
Service Providers ◽  
Service System ◽  
Service Systems ◽  
Service Users ◽  
Literature Study ◽  
Research Focus ◽  
Physical Product ◽  
Smart Products ◽  
Smart Product ◽  
Smart Service

Smart service is a new value that results from a collaboration between service providers and service users. Company as a service provider transformed not only provide a physical product, but also provide services. We conducted this research to integrate knowledge between smart products and smart service systems. The conceptualization of smart products is done by conducting a literature study of previous research. It is used to obtain the characteristics of smart products on smart service systems. This research also presents various topics and research focus in the context of products on smart service systems by including several smart service system implementations and illustration of smart product.

Applying ISPAR Model of Service Dominant Logic on Mentoring a Part of Training and Development Function of HRM Functions

2022 ◽  
pp. 803-813
Author(s):  
Taimoor Basharat
Keyword(s):  
Resource Management ◽  
Human Resource Management ◽  
Human Resource ◽  
Service System ◽  
Training And Development ◽  
Service Systems ◽  
Service Science ◽  
Service Dominant Logic ◽  
Dominant Logic ◽  
Wide Range

This is a conceptual article written to apply I-S-P-A-R model which was presented in 2009 by research scholars Maglio, Vargo, Caswel and Spohrer on the Mentoring in Service Dominant Logic (SDL) perspective. The author has taken a deep insight of mentoring which is a part of training and development: a function of the Human Resource Management in Good Dominant Logic (GDL) perspective. For this research, a wide range of literatures is reviewed and many disciplines have been explored which include mentoring roles, need, responsibilities, and context. Here, it is worthy to mention that mentoring and supervision are two different terms and both have different roles, too. Roles of supervisors are: boss, teacher, evaluator, expert and counselor; whereas mentoring consisted of assisting, befriending, guiding, advising and counseling. In service science, all the service systems do not fulfill the requirement to be a service system. There is also presented I-S-P-A-R which stands for Interact-Serve-Propose-Agree-Realize model of service system interactions episodes. This model is applied on mentoring in SDL perspective. At the end of this article, a conclusion is drawn and areas for further research have been mentioned.

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