Management Information Systems Commons^™

Challenges For Service Science, Steven Alter

Business Analytics and Information Systems

Service science is still in a formative stage, with many basic ideas still in flux and significant disagreements about definitions and implications of basic concepts. This paper suggests directions for progress in relation to eight problematic areas within service science. It uses five typical medical services to question typical definitions of service and service system. It suggests that service science should not privilege servitizing over productizing; that a series of design dimensions whose end-points are often associated with products or with services are more useful than yes/no distinctions between products and services; that the concept of "the customer" should be …

Metamodel For Service Analysis And Design Based On An Operational View Of Service And Service Systems, Steven Alter

Business Analytics and Information Systems

This paper presents a metamodel that addresses service system analysis and design based on an operational view of service that traverses and integrates three essential layers, service activities, service systems, and value constellations. The metamodel's service-in-operation perspective and underlying premises diverge from a view of service systems as systems of economic exchange that has appeared a number of times in the journal Service Science.

In addition to the metamodel itself, this paper's contributions include an explanation of eight premises on which it is based plus clarifications concerning concepts such as service, service system, customer, product/service, co-production and co-creation of value, …

Metamodel For Service Analysis And Design Based On An Operational View Of Service And Service Systems, Steven Alter

Steven Alter

This paper presents a metamodel that addresses service system analysis and design based on an operational view of service that traverses and integrates three essential layers, service activities, service systems, and value constellations. The metamodel's service-in-operation perspective and underlying premises diverge from a view of service systems as systems of economic exchange that has appeared a number of times in the journal Service Science. In addition to the metamodel itself, this paper's contributions include an explanation of eight premises on which it is based plus clarifications concerning concepts such as service, service system, customer, product/service, co-production and co-creation of value, …

Challenges For Service Science, Steven Alter

Steven Alter

Service science is still in a formative stage, with many basic ideas still in flux and significant disagreements about definitions and implications of basic concepts. This paper suggests directions for progress in relation to eight problematic areas within service science. It uses five typical medical services to question typical definitions of service and service system. It suggests that service science should not privilege servitizing over productizing; that a series of design dimensions whose end-points are often associated with products or with services are more useful than yes/no distinctions between products and services; that the concept of "the customer" should be …