Service Science

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    Visualizing the Alliance Network Structure of Service Industries
    ( 2020-01-07) Basole, Rahul
    A growing body of research focuses on the structure of interfirm value co-creation. Despite this emphasis, little is known about the variation in interfirm collaboration across different service industries. Building on prior work in service value networks and business ecosystems, we analyze the structural characteristics of 11 service industries using a data-driven visualization approach. We first examine the alliance network structure of each service industry individually and differentiate the nature of collaboration using an exploration/coopetition lens. Second, we examine service industries integratively, thereby exploring the extent to which service industries are converging and traditional industry boundaries are blurred. Our results reveal significant structural differences in alliance network structures between service industries as well as diverse value co-creation orientations. Our macro analysis reveals an overall core-periphery structure and different service industry coupling levels, with actors in the ICT industry playing a particularly central role across subclusters. We frame our findings in terms of industry robustness, openness, and embeddedness. We conclude the paper with theoretical and practical implications for understanding and managing service ecosystems and suggest future research opportunities.
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    The Role of Emergence in Service Systems
    ( 2020-01-07) Polese, Francesco ; Sarno, Debora ; Vargo, Stephen Louis
    It has been recognized that a service systems perspective, informed by service-dominant logic, provides a dynamic approach for studying value co-creation. According to this view, value is the increase in the viability of the system in which actors co-create value. A construct from systems theory – emergence – can be of particular interest in contributing to and detracting from systems viability. Emergence is related to the nonlinear interactions characterizing systems’ elements that can give rise to novel and unpredictable properties not contained in the elements. This paper relates emergence to service systems based on the service-dominant logic and systems theory literature. Such issues can be useful for service science scholars to identify new research avenues for service systems.
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    Analysis of Localized Actors’ Behaviors in Service Ecosystem Simulation
    ( 2020-01-07) Fujita, Satoru
    This paper analyzes social phenomena resulted in service-dominant (S-D) logic from a quantitative viewpoint with agent-based simulation. An agent plays a role of an actor in S-D logic, who integrates resources, collaborates with other actors, and exchanges service to serve values to beneficiaries. In the simulation, actors started as generic actors, became specialized into a single type of skill, and configured various patterns of institutional arrangements and service ecosystems. Especially, when the simulation constrained a trip distance for one-time exchange, and made the actors’ life levels variable corresponding to the obtained values, many small local structures of actors appeared in the ecosystems. Moreover, we also changed the land model into that with multiple fertile points, and then observed small satellite villages appeared apart from the central villages. These observations stand for that local institutions were endogenously established under contextual constraints from a S-D logic viewpoint.
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    AI Technologies & Value Co-Creation in Luxury Context
    ( 2020-01-07) Bassano, Clara ; Barile, Sergio ; Saviano, Marialuisa ; Pietronudo , Maria Cristina ; Cosimato , Silvia
    The aim of the paper is to contribute to the literature on the conceptualization of technology as an operant resource and the role of Artificial Intelligence (AI) in value co-creation processes. Resource integration and interaction determine such co-creation, however the issue pivots on whether AI is effectively able to co-create value as an operant resource. With an integrated framework based on the Service Science (SS), the Viable Systems Approach (VSA) & the Variety Information Model (VIM), the Authors show how to the various kinds of AI technology corresponds a diverse level of co-creation. Our (conceptual) study, highlights how AI (e.g. chatbot) with its client profiling capacity achieves consonance in a luxury goods context, thus interpreting customer expectations. At the same time, the man-machine virtuous circuit qualifies the shift from AI (a combination of various technologies with cognitive abilities – listening, comprehending, acting, learning and at times speaking – capable of matching human intelligence) to the more potent IA Intelligence Augmentation.
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    Explaining how Platforms Foster Innovation in Service Ecosystems
    ( 2020-01-07) Tronvoll, Bård ; Edvardsson, Bo
    Service innovation research has extended the study of service ecosystems to the role of platforms to foster service innovations, thus creating a sustainable advantage in competitive markets. Making creative and effective use of these innovation platforms requires a better understanding of how key actors foster service innovation by engaging with multiple actors, understanding dynamic structures and managing the innovation process. This article explains how firms configure and exploit innovation platforms to foster service innovations. Drawing on agency-driven and structure-driven concepts, the framework developed in this paper, links the innovation platform to the service platform. Constituted by shared structures, including norms, standards, and rules together with value co-creation logic, the service platform functions as the institutionalized site of resource integration and value co-creation processes. The usefulness of this framework is shown by describing how six firms use three categories of a platform to pursue innovation.