Service systems consist of a network of people and technologies that provide services to people.
For example, two highly cited paper that lays out a framework for Service Systems is:
Spohrer, J., Maglio, P. P., Bailey, J., & Gruhl, D. (2007). Steps toward a science of service systems. Computer, 40(1), 71-77.
&
Henry Chesbrough and Jim Spohrer. 2006. A research manifesto for services science. Commun. ACM 49, 7. http://doi.acm.org/10.1145/1139922.1139945
I would like to know what people who work on "service systems" consider to be other key papers on service systems. Especially related to analyzing how multiple actors interact to create services, for example cell phone producers, app producers, consumers, & telcos.
Garry:
Perhaps several papers in the book "Service Systems Implementation" might prove helpful. See http://www.springer.com/computer/swe/book/978-1-4419-7903-2 . (Jim Spohrer is an editor for this.)
Perhaps my paper "Metrics That Matter: Measuring and Improving the Value of Service" might prove helpful. This paper provides one of the chapters in that book. (Jim invited me to contribute a chapter.) Here is the abstract for that chapter. "This chapter features two metrics for the value of service and provides how-to advice for using them to attribute value, improve service, create service-innovation roadmaps, select metrics, and promote service science. The chapter also presents perspective and advice regarding service offerings and measurement and provides examples of using the two metrics." (See http://link.springer.com/chapter/10.1007%2F978-1-4419-7904-9_13 .)
Maybe, the Appendix in the article of mine with Joris Walraevens "On two generalizations ..." (found at my site) may be of some interest to you.
Regards.
Garry, the Springer series of "Service Science: Research and Innovations in the Service Economy" at http://www.springer.com/series/8080?detailsPage=titles is a good source to reference, with many of the key contemporary authors. In particular, "The Science of Service Systems" at http://dx.doi/org/10.1007/978-1-4419-8270-4 provides some foundational chapters. (The "Service Systems Implementation" book mentioned in this thread is also in the same series).
The newer (i.e. post-2003) research may or may not be aligned with the writings of Richard Normann and Rafael Ramirez. Some of your question may be answered with a blog post on "Science of service systems, service sector, service economy" at http://coevolving.com/blogs/index.php/archive/science-of-service-systems-service-sector-service-economy/
Crossing over Service Systems and Natural Systems, articles centered around the ISSS San Jose 2012 meeting will soon be surfacing in "Systems Research and Behavioral Sciences" volume 30, issue 5 at http://onlinelibrary.wiley.com/journal/10.1002/(ISSN)1099-1743a/issues?activeYear=2013 .
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