Introduction of the Science of Service Systems
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1 Why the Science of Service Systems? Why do we need these two books on the science of service systems? The short answer is because the concept of a service system is resonating well with academics from diverse disciplines and practitioners from diverse economic sectors. And yet, because this is such a new area, few compilations of the works of academics and practitioners exist. Therefore to fill the gap, these two inter-related volumes of the Service Science: Research and Innovations in the Service Economy Series (SSRI), “The Science of Service Systems” and “Service Systems Implementation,” present multidisciplinary and multisectoral perspectives on the nature of service systems, on research and practice in service, and on the future directions to advance service science. These two volumes compile a collection of papers by thinkers ready to contribute to creating the emerging area known as service science, and ready to connect it into their own areas of expertise and experience. The Science of Service Systems intends to stimulate discussion and understanding by presenting theory based research with actionable results.
2 Service Systems Are the Basic Abstraction What types of entities interact to co-create value? Service systems are such entities, be they individuals, firms, or nations. Service science is a transdisciplinary approach to study, improve, create, scale, and innovate in service (Spohrer & Maglio, 2008, 2009). We think of service as value cocreation – broadly speaking, as useful change that results from communication, planning, or other purposeful and knowledge-intensive interactions between distinct service system entities, such as individuals, firms, and nations (Spohrer & Maglio, 2009). And so we think of
H. Demirkan (*) Arizona State University, Tempe, AZ, USA e-mail: [email protected]
H. Demirkan et al. (eds.), The Science of Service Systems, Service Science: Research and Innovations in the Service Economy, DOI 10.1007/978-1-4419-8270-4_1, # Springer Science+Business Media, LLC 2011
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service science as the systematic search for principles and approaches that can help understand and improve all kinds of value cocreation between interacting service systems (Spohrer & Maglio, 2009). Value cocreation interactions fall into two categories. Value-proposition-based interactions deal with access rights to resources that measurable benefit stakeholders, while governance-mechanism-based interactions deal with dispute resolution mechanisms needed to clean-up failures and debug shortcomings of the first type of interactions. Figure 1 summarizes the core concepts of service science. The road to establishing a science of service system will be a long one, spanning decades. There is simply no easy way for academics from many disciplines and practitioners from many sectors to quickly adopt and consistently use the emerging vocabulary about service systems. However, it is very encouraging that academics and practitioners are stepping up to the challenge. These chapters reflect e
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