Service systems, service scientists, SSME, and innovation

Maglio, Paul P.; Srinivasan, Savitha; Kreulen, Jeffrey; Spohrer, Jim

doi:10.1145/1139922.1139955

Cited by 441 publications

(217 citation statements)

References 45 publications

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“…But since much of the service economy's fastest growth is taking place in Internet-based self-service and Web-based computer-to-computer services, many have called for a new discipline of services design that extends the existing design methods to these new domains. This new discipline has been called Service Engineering (Bullinger et al 2003), Service Science, Management and Engineering (SSME) (Maglio et al 2006), and Service Systems Engineering (Tien and Berg 2003).…”

Section: Service Intensity {And or Vs} Informationmentioning

confidence: 99%

Designing service systems by bridging the “front stage” and “back stage”

Glushko

Tabas

2009

Inf Syst E-Bus Manage

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Service management and design has largely focused on the interactions between employees and customers. This perspective holds that the quality of the ''service experience'' is primarily determined during this final ''service encounter'' that takes place in the ''front stage.'' This emphasis discounts the contribution of the activities in the ''back stage'' of the service value chain where materials or information needed by the front stage are processed. However, the vast increase in web-driven consumer self-service applications and other automated services requires new thinking about service design and service quality. It is essential to consider the entire network of services that comprise the back and front stages as complementary parts of a ''service system.'' We need new concepts and methods in service design that recognize how back stage information and processes can improve the front stage experience. This paper envisions a methodology for designing service systems that synthesizes (front-stage-oriented) user-centered design techniques with (back stage) methods for designing information-intensive applications.Keywords Service design Á Service systems Á Service quality Á User modeling Á Model-based user interfaces Á Self-service 1 Traditional concepts in service design and service qualityThe services sector was initially considered as a tertiary and residual economic category after agriculture and manufacturing. Many classification systems for services contained long lists of categories in which one person provides a service to

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Section: Service Intensity {And or Vs} Informationmentioning

confidence: 99%

Designing service systems by bridging the “front stage” and “back stage”

Glushko

Tabas

2009

Inf Syst E-Bus Manage

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“…This transformation has been fully recognised with a flourishing of service innovation and service research studies aimed at deepening the understanding, and supporting the development of, services both as a sector and as a concept (Maglio et al, 2006).…”

Section: Services and Service Designmentioning

confidence: 99%

“…Realising that services represent complex interactions that no one discipline can model (Glushko, 2010), an initiative was started to bring disciplines together under the umbrella of Service Science, Management and Engineering (SSME) (Maglio et al, 2006). Known more commonly as 'Service Science' its aims are to integrate findings from these different disciplines to achieve better understandings, tools and techniques for creating innovative services.…”

Section: Services and Service Designmentioning

confidence: 99%

Systems Thinking in Design: Service Design and self-Services

Darzentas¹

2014

FormAkademisk

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“…In service science, value co-creation interactions are mechanisms for changing the entities access rights to resources referring to service system interactions and outcomes (Maglio, Srinivasan, Kreulen, & Spohrer, 2006), reinforcing the contributions of actor groups (associations, consortia, joint ventures) (SSMED FC 3-access rights). Access rights are referred to properties (owned outright), contracts (leased rights), public uses (shared access), and personal relations (privileged access).…”

Section: Ssmed Implications For Destination Managementmentioning

confidence: 99%

A Service Science View of a Sustainable Destination Management

2012

CUBR

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We live in a service age. In everyday life, as well as in business management, every action, behaviour, process, strategy is increasingly oriented to service. Gradually, every human activity is positively affected by service logics in search of better performance and improved quality levels. Tourism business is strongly affected by the principles of service sciences, in fact, in tourism, both the internal organization of companies and the external promotion of destinations are strictly related to service. Moreover, we can observe how all relations intended for the development of tourism, as well as wise and competitive destination management are based on service logics. Thus, this paper aims at highlighting the relevant role of new service paradigms within the strategic and operational models of destination management, as well as the significant contribution of Service Sciences, Management and Engineering and Design (SSMED) foundations to business competitiveness for today's tourism enterprises. After analyzing the common behaviors of tourism destination actors, it has been possible to deploy a comparison between different statistical trends triggering a transition toward the service age. Thereafter, direct effects of verified changes on today's destination systems have been examined, highlighting an emerging common vision of organizations, operations, strategies, markets, and developments on tourism services.

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Service systems, service scientists, SSME, and innovation

Cited by 441 publications

References 45 publications

Designing service systems by bridging the “front stage” and “back stage”

Designing service systems by bridging the “front stage” and “back stage”

Systems Thinking in Design: Service Design and self-Services

A Service Science View of a Sustainable Destination Management

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