Abstract
AbstractThis article proposes to conceptualize service system entities as intentional agents in order to account for the high‐level interests and expected benefits that drive their interactions. Such a conceptualization offers a useful ground for the design of service systems through agent‐oriented modeling, in particular i* (short for distributed intentionality). i* could provide an improved support to the design of service system interactions by focusing on why actors engage in service relationships and how they evaluate the value of a service engagement. Such an approach goes beyond current process‐based design approaches that support the design of service activities but that are unable to link them to actors' perception of value. We develop our argumentation from the results of a multiple‐case study of knowledge‐intensive business services (KIBS), in particular academic research and development service engagements. © 2012 Wiley Periodicals, Inc.
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