Abstract
The Service Science lens favours a transdisciplinary approach to the study and interpretation of a huge number of phenomena. This article explores the applicability of this lens in understanding how resilience can emerge as a characteristic of the service systems at a city, or a district, region, or society level. This paper argues that by matching insights from the Service Science perspective with recent advances in System Thinking, a common and cross-cultural interpretation on resilience may arise, focusing on empirical grounds, fundamental pillars for every country. The paper reviews the understanding of resilience using four macro areas, to specify "where" the resilience’s transdisciplinary roots can be traced. We are formulating four main assumptions based on the ten foundational concepts of Service Science. Further, we argue how these assumptions can really help in understanding, from a multidisciplinary point of view, how different competences and perspectives foster resiliency in Smart cities. We propose a new service design artefact, the Smart Service Model Canvas (SSModC), as a tool for designing, realizing, and maintaining Smart City services. We apply this new tool in a case study to demonstrate some aspects of special services in Smart cities that resilient entities should have and acquire. Our findings may help in addressing the challenge of resilient and sustainable services, as a response for the cognitive resilience of Society in its induced progression. Therefore, they may constitute common knowledge for city management entities in developing complex services with multiple value propositions.
Highlights
From the System Thinking point of view, the resilient trait is a distinctive feature of any system, able to give a proper continuity on its action, while it is acting, and intended as something viable, capable to survive in
Many communities worldwide are trying to promote a transdisciplinary effort in addressing the issue of resilience. These efforts are focusing on the possibility of obtaining positive results and good performance even in critical conditions, adversity, or moments of tension and obstacles to development
In Europe, under the Horizon-2020 Program sustaining country development with European funds, the Smart Mature Resilience (SMR) project1 was retained as a good practice for developing guidelines for cities to improve their resilience level against three types of threats: Climate Change, Social Dynamics and Critical Infrastructures
Summary
The merge of complementary aspects affecting resilience, in order to find solutions (smart or similar) helpful and insightful to improve adaptive processes, to manage evolving conditions, to plan adjusting operations, to design scalable and versatile tools, to strongly maintain the identity over all changing situations, is fostered and motivated for several reasons [5] In this path, wise interactions among a deep knowledge / know how and specific techniques, procedures, and protocols can empower new ways of interpretation for action, by magnifying the potential integration [6], [7]. The Service Science lens favours a trans-disciplinary approach to study and interpret a huge number of phenomena going on at the Society level, focusing on empirical grounds, such as Healthcare, Transportation, Tourism, Retail, and Education.
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