Embedding the new discipline of service science: A service science research agenda

Abstract

This paper presents a discourse for embedding the new discipline of service science. It argues for service science to be free of the paradigmatic research influences of existing disciplines and propose service science as an integrative discipline of engineering, technological and social sciences (including business and law) for the purpose of value cocreation with customers. The paper proposes a research agenda for service science and considers five salient issues for knowledge production. It locates the argument for service science knowledge production alongside disciplinary knowledge of service and in so doing, suggests that service science is not a logical development within any discipline and proposes that the time is right for it to emerge into a discipline of its own.

Outcome-based contracts as a driver for systems thinking and service-dominant logic in service science: Evidence from the defence industry

“…This is particularly relevant when embracing the concept of value co-creation, where customers bring their resources to bear on value co-production and co-creation. Disciplines such as engineering, operations, ICT and even management, although aspire to be customer and value focused, often make certain exogenous assumptions about 'customers' and 'value' specifications and while the terms may sound the same, the meanings attached to them differ across disciplines (Ng and Maull 2009). This complicates the understanding of value coproduction and co-creation with different disciplines assuming various degrees of customer involvement, as well as specifying the customer characteristics quite differently across different research and practice contexts.…”

“…Consequently, the understanding of outcome-based contracts would advance the new discipline of service science, defined as "an integrative discipline of engineering, technological and, social sciences …for the purpose of value co-creation with customers" (Ng and Maull 2009). Lohr describes "service science" as a hybrid field with a purpose to use "technology, management, mathematics and engineering expertise to improve the performance of service businesses" as well as service functions like "marketing, design and customer service" that are crucial in manufacturing industries (Lohr 2006).…”

Smart Service Systems and Viable Service Systems: Applying Systems Theory to Service Science

“…In sum, interaction becomes the driver of value, the way through which service systems develop a joint process of value creation; service systems can create competitive advantage by improving the reticular relationships. This as above mentioned highlights the importance of co-creating value with customers; indeed many attempt have been made to underline this concept, in several discipline such as engineering, operations, ICT and management, but none of these has accomplished the positive results realized by service science, defined as "an integrative discipline of engineering, technological and, social sciences for the purpose of value co-creation with customers" (Ng and Maull, 2009).…”

Outcome‐based service contracts in the defence industry – mitigating the challenges

“…The transition from a design and manufacture firm to a service-oriented one that is able to co-create value to achieve outcomes requires an innovative approach that integrates all parts of the firm. Similarly, from a research perspective, this would also require an integrative view of engineering, manufacturing, operations, management, marketing, JOSM 21,5 strategy, organisational behaviour and HRM research for the purpose of effective and efficient delivery of a service co-creating value with the customer (Ng and Maull, 2009). According to Marion and Bacon (2000), traditional firms with a closed system approach of complexity limit their firms' ability to adapt to their environment, resulting in loss of control over business.…”