Serviceology 2013: Fundamental Concepts and Premises of Service Science
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Fundamental Concepts and Premises of Service Science Stephen K. Kwan Associate Dean (Interim) Lucas Graduate School of Business San José State University San José, CA, USA [email protected] Presented at 1 st International Conference on Serviceology (ICServ 2013) October 16-18, 2013, Tokyo, Japan Jim Spohrer Director, IBM University Programs World-Wide IBM Almaden Research Center San José, CA, USA [email protected] 1
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Transcript of Serviceology 2013: Fundamental Concepts and Premises of Service Science
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Fundamental Concepts and Premisesof Service Science
Stephen K. KwanAssociate Dean (Interim)
Lucas Graduate School of BusinessSan José State UniversitySan José, CA, USA
Presented at1st International Conference on Serviceology (ICServ 2013)
October 16-18, 2013, Tokyo, Japan
Jim SpohrerDirector, IBM University Programs World-Wide
IBM Almaden Research CenterSan José, CA, USA
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Abstract
Service Science is an emerging transdiscipline that draws on a great breadth of existing academic disciplines without replacing them. Thanks to the intellectual contributions from the research community of various disciplines, Service Science has progressed from SSME, to SSME+D (Design), and expanded to SSME+DAPP (Design, Art and Public Policy). With this expansion, there is a need to develop a set of Fundamental Concepts of Service Science to facilitate the creation of a trading zone (big tent) to invite individuals from different background with different vocabularies to communicate, share ideas, and facilitate their engagement in mutually productive interactions. The Fundamental Concepts of Service Science are identified as ecology, entity, interactions, outcomes, value propositions, governance mechanisms, resources, access rights, stakeholders, and measures. A preliminary set of Fundamental Premises of Service Science will be presented that would allow reasoning assertions to be made about the behavior and interaction among the Fundamental Concepts. We will also reflect these developments upon the pioneering work of Service-Dominant Logic and its Fundamental Premises.
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Transdiscipline Perspective of Service Science
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Motivation (1)
2013Ischia, Napoli
Italy
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Motivation (1)
Three Pillarsor
Three Silos?
IntegratingThree
PerspectivesFor a new
ServiceAgenda
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Motivation (2)
Spohrer, JC, Kwan, SK & Fisk, R (2013, forthcoming) “Marketing: A Service Science and Arts Perspective,” in RT Rust & MH Huang (eds.) Handbook of Service Marketing Research, Cheltenham, UK: Edward Elgar Publishers.
Spohrer, JC, Kwan, SK & Demirkan, H (2013) “Service Science, On Reflection”. In L. Cinquini, A. Di Minin, R. Varaldo (eds.), New Business Models and Value Creation: A Service Science Perspective. Sxi 8, DOI 10.1007/978-88-470-2838-8_1, Springer-Verlag Italia.
Spohrer, JC & H Demirkan, H (2013, manuscript). “Understanding Value Co-Creations and Service Innovations in Time and Space Complexity: The Abstract-Entity-Interaction-Outcome-Universals (AEIOU) Theory”.
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Service Science Fundamental Concepts
Spohrer, Kwan & Fisk 2013
BuildingBlocks
Instantiation&
Attributes
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Service Science Fundamental Premises
Allow reasoning assertions to be made about the behavior and interaction among the Fundamental Concepts.
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Service Science Ecology
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Interaction
OutcomesMeasures
ValuePropositionsStakeholder
Roles
GovernanceMechanism
AccessRights
Resources
ServiceSystemsEcologyEntities
Authorities
Laws, Rules & Regulations
ServiceExperience
ServiceProvider
Customer
Society
Community
Competition
Partners
Service System
Employees &Stockholders
Governance
A Complementary View - Service System World View and Value Co-Creation Through Value Propositions
Value
Value
Value
Value
Kwan, S. K. & Min, J. H. (2008) “An Evolutionary Framework of Service Systems”. Presented at the International Conference on Service Science, Beijing, China, April 17-18.
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Foundational Premises of Service Dominant Logic
MicroeconomicConsiderations
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Service Science and Service Dominant Logic
Service Science
Service Dominant Logic
FP 1 - 5FP 6 - 10
SS-FC 1
SS-FC 2 - 10
SS-FP 1 - 6
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Service Dominant Logic – Some More Perspectives(forthcoming)
The Four “Axioms” of SD-LogicAll others can be derived
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Service Science and Service Dominant Logic(Revised)
Service Science
Service Dominant Logic
FP 1FP 6, 9, 10
SS-FC 1
SS-FC 2 - 10
SS-FP 1 - 6
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Service Dominant Logic – Some More Perspectives(forthcoming)
“A service ecosystem is a relatively self-contained, self-adjusting system of
resource-integrating actors that are connected by
shared institutional logics and mutual value creation
through service exchange.”
THE CONTEXTUAL NATURE OF VALUE CREATION:
THE STRUCTURATED WORLD OF S-D LOGIC
The importance of “Value-in-Context”
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Conclusion and Future Research
We are seeing a convergence of the worlds of Service Science and SD-Logic.
More to be done with the “Networks and Systems” pillar, esp. with the “Viable
Systems” literature.
Let’s carry on the conversation with other disciplines. Maybe we will be less blind
and found out there is no elephant.
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Fundamental Concepts and Premisesof Service Science
Stephen K. KwanCollege of Business
San José State UniversitySan José, CA, USA
Presented at1st International Conference on Serviceology (ICServ 2013)
October 16-18, 2013, Tokyo, Japan
Jim SpohrerUniversity Relations, Global
IBM Almaden LabsSan José, CA, USA
Fin
