Concept Of Service System Research Articles

Viable System Model as A Framework for Value Co-Creation Service System Analysis of Technology-based Business Incubator

Bandung Techno Park (BTP) at Telkom University has a crucial role in the technology-based business incubation scheme. From the recruitment process, learning goals, venture capital, commercialization with all impacted to start-ups accomplishment. These observations resulted by using qualitative research methods for one year. Referring to the concept of service systems, it was founded that business incubators in higher education can produce the holistic service system diagnostics to develop the external collaboration between university and industry. These findings are successfully set out by used the Viable System Model (VSM) from service system science approach which is divided into five main functions: (1) Operationalization, (2) Coordination, (3) Monitoring and Control, (4) Intelligence, (5) Policy. The important collaboration of the integrated service system at BTP is framed in a structured concept. Incubator operation supervision focuses on service systems that play a role in four types of management, namely: business innovation and incubation, tenant service and support, marketing, and technology solutions. The findings of the analysis with VSM relate to the role of technology-based business incubators in creating value co-creation from a service science point of view.
 Keywords— Value Co-creation; New Technology-based Firms; Business Incubators; University-industry Collaboration

Data-Based Value Co-Creation in Smart Service Systems: A Reinterpretation of Customer Journey

Industry 4.0 is characterized by the key role of new technologies in the development of relationships between companies and their stakeholders. Thus, the most recent theories on service redefine organizations as complex service systems that create and co-create value thanks to the interactions between actors, enhanced by smart technologies and ICTs. 
 
 In particular, the concept of service systems- introduced in Service Science- seems to be suitable for the exploration of how service design, and the processes of innovation sharing and emergence, can be strengthened thanks to the application of smart technologies. 
 
 Despite the adoption of a system logic, service systems, and their conceptualization, need to be reinterpreted according to a perspective that applies a total and all-encompassing view to the processes of value generation and to the interpretation of the information and data exchanged (data-driven decision-making).
 
 Therefore, the study proposes a conceptual model that integrates the key enabling factors of value co-creation in service systems with the main strategic drivers introduced in data-driven approach to redefine the entire service experience as a service journey. In this continuous information flow, providers, customers and users share and combine data streams, to be turned into relevant information and value, through an integrated and interacting set of touch points that connect the different stages of service creation, delivery and co-creation.

Service system well-being: conceptualising a holistic concept

PurposeThe purpose of this paper is to develop a concept of service system well-being by presenting its collective conceptualisation and ten key domains.Design/methodology/approachService system well-being domains were established using multi-level theory and a qualitative case study research design. To validate the domains initially developed from the literature, 19 in-depth interviews were conducted across two case studies that represented the service systems of a hospital and a multi-store retail franchise chain. A multi-stakeholder approach was used to explore the actor’s perspectives about service system well-being. Key domains of service system well-being were identified using deductive categorisation analysis.FindingsThe findings found evidence of ten key domains of well-being, namely strategic, governance, leadership, resource, community, social, collaborative, cultural, existential and transformational, among service system stakeholders.Research limitations/implicationsService system well-being is a collective concept comprising ten domains that emerged at different levels of the service system. The propositions outlined the classification of and interlinkages between the domains. This exploratory study was conducted in a limited service context and focussed on ten key domains.Practical implicationsService managers in commercial and social organisations are able to apply the notion of service system well-being to identify gaps and nurture well-being deficiencies within different domains of service-system well-being.Originality/valueBased on multi-level theory, the study is the first to conceptualise and explore the concept of service system well-being across multiple actors.

A tailor-made learning environment workspace for generation y graduates using product service system concept

This paper presents a workspace design of a tailor-made learning environment for students using the product-service systems (PSS) concept. Existing research regarding workspace design focuses on the design of the interior of classrooms to ensure that the learning process proceeds with minimum stress and maximum effectiveness. None of the current research had discussed the workspace outside of the classroom. Therefore, the main objective of this study is to propose a learning environment workspace in which students can gather, study, relax, socialize, eat, and work during class gaps. For this purpose, a questionnaire was distributed to identify the behavior of the users to generate a list of requirements in the development of the learning workspace. This paper focused on students at the Engineering Faculty and the learning environment workspace was called the OneForAll Center. Out of 10 functions of the proposed OneForAll Center, only four functions had the highest priority: a space to use a laptop and internet connection, a television, a vending machine and a printing section. The OneForAll Center has been illustrated in a 3D model and shown to the students, in which most of them agreed with the proposed services and facilities such as a space to use the laptop and internet connection and a printing section with a printing service. The OneForAll Center has been identified as a solution to improve learning outside the classroom, specifically to the provision of services to students.

Service System of Easypaisa and MobiCash: Funds Transfer System via Telecommunication Companies in Context of Service Dominant Logic

Because of emergence of new logic which is Service Dominant Logic focused on intangible resources, the co-creation of value, and relationships Service dominant logic assumed a major category of economic activity in developed countries around the world, reason is that service is an interactive process of “doing something for someone” that is valued. There is a need to understand each service sector under this logic. Many researchers are working on Service dominant logic and its impact on different aspects. And for this purpose, we have chosen Easypaisa and MobiCash to understand the fund transfer system of both service systems under this service dominant logic and studied different aspects of this service exchange to better understand how value and experience are evaluated. In this Study, the Service system of Easypaisa and the service system of MobiCash are compared under the concepts of Service system. We have conducted interview with respective person of each service system and collected information and data on each concept of service. We have used Interview Guide given by Lyons and Tracy (2013) to collect data on service system concepts. We find out that Service system of Easy paisa is covering almost all concepts of Service system but comparatively MobiCash is far behind from Easypaisa. Our analysis showed that Easypaisa is much better than MobiCash because Easypaisa rapidly built a high performing national footprint, relying exclusively on the GSM channel.

Do accountabilities change when public organisations transform to service systems: A new conceptual approach

AbstractIn this conceptual paper, we discuss from the service systems perspective how accountabilities differ from a hierarchic and organisational perspective within the domain of New Public Management, looking to shed new light upon accountability as a research topic. The concept of service systems and their accountabilities are scrutinised and the role of integrated social and health care services is discussed in particular. The main argument in the text is the changing nature of accountabilities as the public organisations are being transformed into service systems. To date, the understanding of accountability has remained structural by nature – such is the case also for productivity measurement – but the shift from organisations towards services systems means that accountability ought to be considered as processual by nature. By processual it is meant that accountability should be considered as flows within systems – that is: flows between agents the content of which we argue includes not only knowledge on the outputs of public services, but also values, empathy and thus multi‐layered understanding of accountability. The paper concludes with practical insights for managerial purposes on the basis for this accountability shift.

A Discrete Event Model of Viability Building in a Public University Organization

In the context of today’s interconnected world, public higher education is confronted with a shift of its role from public good to public service, which is accompanied by new challenges in building and maintaining the viability of public universities. There is a vast literature on this topic, but there is not yet reported a systematic approach in modeling the basic steps of decision making and problem solving to be completed by a public university to remain viable. Starting from the concepts of service system, and consonance and resonance as key viability conditions, this paper proposes a discrete event model of the viability building and maintaining process in a generic public university organization. The model evolution is driven by events conditioned by internal, external, or mixed causes. Some of the uncontrollable events occurring in the process may drive the discrete evolution to disturbance rejection states, where specific recovery strategies are applied. If recovery is successful, disturbances may become sources of innovation. The discrete event model can be used as a theoretical and conceptual tool for building and testing instances of the viability building and maintaining processes in public universities, and also for refining academic evaluation criteria by the authorities.

A Classification of Product Service System Concept in the Environmental Aspect to Create the Strategy of the Design of PSS

Product Service System (PSS) is one of the procedures used to control the environmental problems arising from products and demand for product consumption. The method is aimed at creating a business system that sells products and boosts services for the maximum benefit of consumers. However, the PSS concept has many dimensions in the context of economy, society, and environment which are prioritized differently. This research is aimed at studying the literature review of PSS based on the environmental significance. The objective of this research is to analyze and classify the PSS factors in the environmental dimension and explain the factors affecting the creation of PSS strategy.Keywords: Product Service System; Design for Environment; Product Service Design Strategies; Sustainable Consumption.ISSN: 2398-4287© 2017. The Authors. Published for AMER ABRA by e-International Publishing House, Ltd., UK. This is an open access article under the CC BYNC-ND license (http://creativecommons.org/licenses/by-nc-nd/4.0/). Peer–review under responsibility of AMER (Association of Malaysian Environment-Behaviour Researchers), ABRA (Association of Behavioural Researchers on Asians) and cE-Bs (Centre for Environment-Behaviour Studies), Faculty of Architecture, Planning & Surveying, Universiti Teknologi MARA, Malaysia.

Introduction to service system governance

The purpose of this paper is to introduce service system governance by exploring systems theory-based service systems. With the growing emphasis on services, and as globalisation has connected the world economically, technically, and socially, increasing emphasis has been placed on delivering customer solutions through the combined products and services offered by globally integrated enterprises. Service-dominant logic (S-D logic) and service science (SS) separately define service, but according to both, the concept of service system is central. First, the paper reviews recent developments in service theory. S-D logic and SS are explored with particular emphasis on the common feature of their concept of service system and how it can be described as a complex system. This is followed by an exploration of systems theory to understand service systems from this perspective. Through this exploration, governance of a service system is introduced. The paper concludes with implications of using systems theory as a theoretical lens to view service system governance.

A Human-centered Credit-banking System for Convenient, Fair and Secure Carpooling Among Members of an Association

This paper proposes an unconventional carpool-matching system concept that is different from existing systems with four innovative operational features: (F1) The proposed matching system will be used by members of an association and sponsored by the association, e.g., the employees of a company, members of a homeowner association, employees of a shopping center. This expands the scope beyond commute trips. Such associations can also voluntarily form alliances to increase the number of possible carpool partners and geographical reach. (F2) Service provided by a driver or received by a rider incurs credit or debt to a bank centrally and fairly managed by the association, rather than to each other. This removes requirement for service reciprocation by the rider(s) of a carpool to the driver of a carpool and hence frees partners of a carpool from long-term commitment; it also removes requirement for payment. (F3) Together with new security-inspired real-time information technologies, the common affiliation with an association can significantly alleviate the insecurity factor. (F4) When a rider belongs to two such associations, e.g., employee and homeowner associations, a rider's trip can be completed with a transfer by two drivers, one from each association. The service-system concept was motivated by an exclusive focus on human needs for convenience, fairness, security and user-friendliness, to maximize the potential of carpooling. We report on a software prototype already developed to demonstrate (F1) and (F2) and also suggest future enhancements. We also illustrate the complexity of the mathematical problems with a brief specification of an optimal matching problem.

A new product service system concept evaluation approach based on Information Axiom in a fuzzy-stochastic environment

Concept evaluation is a critical issue in product service system (PSS) development. Due to the inherent uncertainty in design and the significant difference between products and services, PSS concept evaluation is a complicated multicriteria decision-making problem involving hybrid imprecision in which fuzzy information and random factors co-occur. The traditional decision-making methods barely consider fuzziness and randomness concurrently. The results often give a false sense of reality due to neglecting hybrid uncertainties related to the evaluation data. The aim of this paper is to improve the objectivity and effectiveness of concept evaluation in the early phases of PSS concept design in a fuzzy-stochastic environment. Fuzzy random variable (FRV), which is a random variable with fuzzy values, is adopted to deal with the hybrid uncertainties. A new evaluation approach integrating Information Axiom and the theory of FRV is developed. Firstly, according to fuzziness and randomness, the evaluation criteria are classified into four categories. Secondly, Information Axiom is used to evaluate the PSS alternatives, and a new algorithm based on fuzzy random simulation methods is developed to compute the information contents for FRVs. Finally, a case study of crane machine PSS concept evaluation shows the effectiveness of the proposed approach.

IT Service Management and Engineering: An Intelligent Decision-Making Support Systems Approach

Services, which have been defined as “. . . the application of competences for the benefit of another, meaning that service is a kind of action, performance, or promise that’s exchanged for value between provider and client” [12], are becoming a relevant concept in the modern world. The economic perspective shift from product design, product manufacturing, and product distribution to service design, service composition, and service delivering, can be explained from a market focus on delivering guaranteed functionalities of services through the concept of service systems [12]. As foresighted by Quinn [10], the main trading items are now services (financial, educational, healthcare, logistic, managerial, energy, informational, entertainment, and so on) as an opposite or complementary concept to products in the modern worldwide economy [2,7]. Thus, nowadays business organizations focus on delivering “help, utility, experience, information or other intellectual content . . . account for more than 70% of total value added in the OECD” [11]. We believe that such a service-oriented worldview and shift demands new engineering and managerial

Conceptualizing Academic Mobility e-Service through the Understanding of Service Relationships

Higher education is facing the challenge of providing a flexible education curriculum that offers academic mobility for students of higher learning. As the popularity of academic program increases, the services rendered for academic mobility is expected to scale up when the demand for academic mobility program increases. To meet this increased demand, the offering of e-services for academic mobility may ease the processing and simultaneously offer potential students information and application support to embark on an academic mobility program. This paper reports on the early effort to conceptualize an academic mobility e-service to gain a good understanding of the underlying service systems requirement. The service system concept by Steven Alter is used in conceptualizing the service relationship. A stakeholder interview with academic mobility service providers and their students who had undergone an academic mobility program was conducted. A thematic analysis on the interview data was conducted and used to illustrate the service relationships and the service triangle between the academic mobility service providers and their customers.

サービスサイエンスに対するシステム論的なアプローチ

This paper proposes systems' approaches for service science. There are several new approaches for service science. Vargo proposed Service Dominant Logic (SDL), which determines service value according to “value in use”. Kameoka and Oda defined service as supporting activities. Based on such new trends, we developed the concept of service system to maximize service value for customers. The service system requires 3 types of technologies, which are human analysis technologies, service optimization technologies and technologies for service value co-creation. The service science is very important for business in the 21st century.

EPES: Engineering System for Optimization of Product Life-cycle through Adapted Eco-services

EPES system will consist of a set of interoperable ICT tools, which will enable the manufacturing and engineering companies enter into a continuous process of upgrading their products along their life cycle within the frame of the Virtual Factory and Product Service System concept, through a configurable and adaptable set of software services. The services will focus on improving the performance of products in operation taking into account different knowledge based aspects as reliability, availability, maintainability, costs, productivity, quality, energy efficiency, environmental impact, working environment, etc. In this regard, and having as a reference an industry driven Business Case focused on the windmill sector, the approach followed by EPES to generate and develop high added value services to support the windmill farms maintenance will be discussed. The capabilities resulting from the research will enable the capitalization on trustable global and local Sustainability Intelligence. Product engineering teams will be able to exploit this intelligence to adapt design, operation and disposal strategies through managed “eco-constraints” relevant to their market contexts.

Characterizing organizations as service systems

AbstractOver the past 50 years, the service sector has grown in most advanced industrialized economies to be the dominant economic activity. Researchers are working to understand service activities and define scientific concepts and methods of service under an emerging research area called service science. Service is defined as the application of competence and knowledge to create value. Value is realized through interactions and cocreation among service systems. Service systems vary in scope (from individuals to businesses, organizations, governments, and nations) and adapt dynamically and connect to other service systems through value propositions. The service system has been proposed as an abstraction for service science, and yet it is not clear how to characterize a given organization as a service system. In this article, we present a review of literature on service system concepts and define a service system framework developed from the literature that can be used to characterize an organization as a service system. © 2012 Wiley Periodicals, Inc.

Forty days of free school meals as a tool for introducing market-based healthy school meal systems in 35 Danish schools

Aims: When approaching school meal systems, different concepts can guide the design of the food preparation and serving activities. This paper presents a government-planned intervention concept of 40 days of free school meals. The argument behind this intervention was to kick-start the implementation of healthy school meal systems in Danish schools. This paper argues that the initiative (in reality) invited the establishment of a service system concept, which dominated the initiative and led to a lack of involvement of important key players needed in health promotion. Methods: The method used for data collection was semi-structured, qualitative interviews. Results: The main results from a systematic examination of the 35 participating schools show that the systems were mainly organized with external suppliers, and only a few of the 35 schools succeeded in establishing a user-paid school meal system afterwards. Conclusions: The established meal systems contained a lack of embedding factors, which is pointed to as one of the main challenges to a user-financed school meal system. The experiences of these 35 participating schools show that a period of free school meals is not a sustainable tool for achieving the goal of establishing new, healthy and user-paid school meals.

Toward an Integrated Conceptualization of the Service and Service System Concepts

Service and service systems concepts are fundamental constructs for the development of the emergent SSME, ITSM, and Service Oriented Software (SOS) knowledge streams. A diversified literature has provided a richness of findings, but at the same time, the lack of standardized conceptualizations is a source of confusion to IT practitioners and academics. Given this problematic situation, we pose that a systems approach is useful to address it. In this article, we review and synthesize key studies in these knowledge streams to design: (i) a framework to characterize both concepts under a system view and, (ii) harmonized definitions (e.g. identification of shared and essential properties) for such fundamental concepts. Our main contribution is scholastic, but we are confident that the posed conceptual artifacts can be further used to elaborate standardized definition for the IT service and IT service system constructs, as well as analysis tools for describe real service systems.

Community Networked Services: Learning from Web 2.0

Under the popular moniker Web 2.0, a class of firms that enable what we call networked (CNS) have emerged. This report defines these virtual community through the concept of service systems where value is co-created among members of the user community with the aid of the CNS firm. In this report, a representative set of CNS firms are analyzed from a user perspective with the objective of extracting ideas and insights about future service systems and with an emphasis on functional, value, and management perspectives and their interrelationships. These CNS firms are pushing the envelope in several areas, including new styles of applications, new business models, new operational models, and user-centric software development methodologies. They illustrate likely future directions for large and overlapping pieces of both the software and services industries.

The JCAH Consolidated Standards: Questions and Answers

In early 1979 the Joint Commission on Accreditation of Hospitals published a manual consolidating standards for adult psychiatric, child and adolescent, alcoholism, and drug abuse programs. The standards became effective on October 1, 1979. Instead of reviewing separately each kind of program within a facility, surveyors will conduct a simultaneous, four-part survey in which they review all aspects of services related to the four groups of standards: those for program management, patient management (intake, assessment, and treatment plans), patient services, and facility management. The new standards specify a minimum of six kinds of quality assurance activities and stress a clinical staff organization that has developed a comprehensive quality assurance system. They reflect a service-system concept more applicable to a variety of age and disability groups than to the treatment models on which the earlier adult psychiatric and child and adolescent standards were heavily based.