Service Science Minitrack
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Service science deals with the design, development, and managerial issues concerning ‘service systems,’ integrated, value-creating configurations of service providers, their clients, their partners, and others. The best-performing service systems are IT-enabled, customer-centered, relationship-focused, and knowledge-intensive - yet span multiple formal and informal organizations. Because of this multidisciplinary context, researchers and practitioners in management, social sciences, and computer sciences are all working to increase service innovation. These multiple perspectives can be unified using the theoretical construct of the service system, in which entities (people, businesses, government agencies, etc.) interact to co-create value via value propositions that describe dynamic re-configurations of resources. The framework of value creation in complex service systems, which requires elaborating various stakeholder perspectives and understanding the broad context of use for specific cases to enable effective value creation especially given advanced and autonomous technology, has emerged as the central unifying framework across many papers and presentations.
The Service Science minitrack will focus on papers that connect rigorous disciplinary research with the emerging interdisciplinary framework of value creation in service systems, focusing particularly on service design, innovation, and technology.
Paul Maglio (Primary Contact)
University of California, Merced
National Tsing Hua University, Taiwan
University of Illinois, Urbana-Champaign
ItemThe Role of Social Capital on Cocreating Value for Social Enterprises: The Service Dominant Logic Perspective( 2017-01-04)The definition of a social enterprise makes it distinctive as a form of organizational hybrid. For a social enterprise, which goal is to create social value which benefits its stakeholders, it is important to highlight the process of value co-creation through interaction and integration of resources within and among service systems rather than merely measuring tangible outcomes. Value created on a social enterprise emphasizes the importance of sharing benefits among its stakeholders. This research aims to examine how social capital creates value for a social enterprise’s stakeholders. We employed Service-Dominant Logic to define service systems, and then analyzed the role of social capital on building collaborative competence which creates value for stakeholders. In this research, we used case study approach and conducted in-depth interview of three social enterprises’ key stakeholders including customers, business partners, and management. We summarize the findings to identify the factors affecting value creation for social enterprises.
ItemOvercoming Institutional and Capability Barriers to Smart Services( 2017-01-04)Smart services have potential to improve value creation and profitability of industrial firms and their customers. Defined as services that go beyond the upkeep and upgrades, traditionally bundled with products and helping companies to build intelligence—that is, awareness and connectivity. Combined with digitalization, services have had a major role in improving efficiency of existing offering and enabling new channels for service delivery. \ \ Implementing the change toward smart services is challenging. Research shows that especially industrial companies maintain institutionalized beliefs and attitudes impeding the transformation, lack capabilities and resources for implementation, and face industry-wide norms and relationship practices resisting the change. \ \ The study explores the barriers in adopting smart services and is implemented as a multi-case study among six globally operating industrial companies. Our findings indicate classification of internal barriers, capability gaps, and external barriers, contributing a framework that describes the interplay between institutional forces and capability development in organizational change. \
ItemConceptualizing the Value Co-Destruction Process for Service Systems: Literature Review and Synthesis( 2017-01-04)This study conceptualizes the notion of value co-destruction by reviewing and synthesizing the scattered and scarce value co-destruction literature in interdisciplinary fields. Building on our synthesis, we outline a conceptual framework for the value co-destruction process consisting of three interrelated categories of key concepts. Our framework helps in identifying, analyzing and rectifying unwanted outcomes of a service process and highlighting the dynamic nature of value co-destruction in service systems.
ItemBeyond Educational Videogames to Educational Systems-That-Incorporate Videogames: A Case Study of a System for Learning about Energy( 2017-01-04)A common goal for designers of educational videogames is to make learning fun. Unfortunately, the result is often a game that tries to combine the fun aspects of videogames with learning elements, but that is neither fun nor effective for learning. In this paper we present our discovery of an alternative approach—a system that combines both education and entertainment, but that separates them into different modules that are loosely-coupled. Entertainment motivates education through a reward mechanism, where performance in the education module yields tokens that can be redeemed for in-game assets in the entertainment module. We present a case study of our specific implementation of this system, and we discuss how it can be generalized to motivate the learning of any topic where performance can be measured. This research contributes to our understanding of designing cognitive artifacts, and to our understanding of designing educational systems as distributed services.
ItemA Value Proposition Development Framework for Industrial Service( 2017-01-04)Value proposition is a key concept in the research on service and in the practice of service management. Value propositions are described as tools to communicate and motivate a joint value creation opportunity among involved organizations and stakeholders. The future orientation and intangibility of service places value proposition as the key element of competitive service business. However, the concept of value proposition if often vaguely defined, the underlying theoretical concepts missing, and the managerial practices to create value propositions unexplored. This study investigates how value-focused industrial companies build value propositions by conducting customer value research. Building on our findings, we suggest theoretical and managerial frameworks for value proposition development.
ItemAn Analysis of Stability of Inter-bank Loan Network: A Simulated Network Approach( 2017-01-04)Research in the domain of Financial Contagion has come to the forefront in recent years. There has been a significant focus on this field since the recession of 2008. In this paper we take a look at simulation based modelling to stress test the stability of inter-bank loan networks of different structures. We look to analyze the effect of various parameters on the stability of these networks. We first simulate networks which are Homogeneous in nature. We then simulate a Heterogeneous (tiered) network. The model also introduces an endogenous loaning mechanism to imitate a more realistic inter bank loan market. We run simulations on these networks to gain a better understanding of the propagation of losses through the network. After studying the results of these simulations we come up with some interesting new insights about how parameters like connectivity and size of the network, effect a tiered intra-bank financial network. One of our key findings is that higher inter-tier connectivity is good for the stability of big banks but not so much for banks of smaller size.
ItemIntroduction to Service Science Minitrack( 2017-01-04)