Towards a service system ontology for service science

Service Science is a new interdisciplinary approach to the study, design, implementation, and innovation of service systems. However due to the variety in service research, there is no consensus yet about the theoretical foundation of this domain. In this paper we clarify the service systems worldview proposed by Service Science researchers Spohrer and Kwan by investigating its foundational concepts from the perspective of established service theories and frameworks. By mapping the proposed service system concepts on the selected service theories and frameworks, we investigate their theoretical foundations, examine their proposed definitions and possible conflicting interpretations, discover their likely relationships and general structure, and identify a number of issues that need further discussion and elaboration. This analysis is visualised in a multi-view conceptual model (in the form of a UML class diagram) which we regard as a first step towards an explicitly and formally defined service system ontology

How small and medium enterprises are using social networks? Evidence from the Algarve region

The evolution of internet created new opportunities for small and medium enterprises (SME), among which are social networks. This work aims at analyzing the potential of these networks for the SME in Algarve, creating a questionnaire for the purpose. The empirical study revealed that some firms have already an integrated business strategy with social networks, as well as a group in the firm responsible for it. Most of their managers consider that social networks enhance performance, but few really measure these results. A categorical principal component analysis identified two dimensions of social networks’ use: social networks for product-client interaction and knowledge; and social networks with potential for marketing. A supplementary analysis (hierarchical clustering) identified three patterns of SME’s involvement in social networks: cluster Social Net Level 1, cluster Social Net Level 2 and cluster Social Net Level 3. These groups validated the results described above, indicating a sustainable methodological approach

Data science

Even though it has only entered public perception relatively recently, the term "data science" already means many things to many people. This chapter explores both top-down and bottom-up views on the field, on the basis of which we define data science as "a unique blend of principles and methods from analytics, engineering, entrepreneurship and communication that aim at generating value from the data itself". The chapter then discusses the disciplines that contribute to this "blend", briefly outlining their contributions and giving pointers for readers interested in exploring their backgrounds further

An Integrative Design Framework for New Service Development

Service innovation is focused on customer value creation. At its core, customer-centric service innovation in an increasingly digital world is technology-enabled, human-centered, and process-oriented. This requires a cross-disciplinary, holistic approach to new service design and development (NSD). This paper proposes a new service strategy-aligned integrative design framework for NSD. It correlates the underlying theories and principles of disparate but interrelated aspects of service design thinking: service strategy, concept, design, experience and architecture into a coherent framework for NSD, consistent with the service brand value. Application of the framework to NSD is envisioned to be iterative and holistic, accentuated on continuous organizational and customer learning. The preliminary framework's efficacy is illustrated using a simplified telecom case example. © Springer International Publishing Switzerland 2014

Towards a Process Model for Service Systems

Service Science is a new interdisciplinary approach to the study, design, implementation. and innovation of service systems. However due to the variety in service research, there is no consensus yet about the theoretical foundation of this domain. As a basis for a common understanding of service systems and their interactions, Service Science researchers Spohrer and Kwan proposed the service systems worldview. The ISPAR model was presented as a part of this service systems worldview as a tool for identifying ten possible interaction episodes, i.e., the sequences of activities that are undertaken by two interacting service system entities. In this paper we evaluate the use of the ISPAR model as a process model for service systems. We identify the shortcomings of the ISPAR model and propose possible improvements. This analysis leads to the development of a new service process model which is demonstrated through tree different examples

Emerging Digital Frontiers for Service Innovation

This paper examines emerging digital frontiers for service innovation that a panel discussed at a workshop on this topic held at the 48th Annual Hawaii International Conference on System Sciences (HICSS). The speakers and participants agreed that that service systems are fundamental for service innovation and value creation. In this context, service systems are related to cognitive systems, smart service systems, and cyber-physical systems and depend on the interconnectedness among system components. The speakers and participants regarded humans as the central entity in all service systems. In addition, data, they saw personal data in particular as key to service systems. They also identified several challenges in the areas of cognitive systems, smart service systems, cyber-physical systems, and human-centered service systems. We hope this workshop report helps in some small way to cultivate the emerging service science discipline and to nurture fruitful discussions on service innovation

Acquisition and Relevance of Geotagged Information in Tourism

In the case of tourism applications, it is particularly evident that geography is emerging as a fundamental principle for structuring Web resources. Recent improvements in semantic and geographic Web technology, often referred to as the Geospatial Web, acknowledge the relevance of adding location metadata to existing databases and accessing the vast amounts of information stored in these databases via geospatial services. This paper outlines the acquisition of geospatial context information, describes usage scenarios and real-world applications in the tourism industry, and presents an automated software tool for annotating large collections of Web documents automatically. The quality of this tool is tested based upon Web pages from the Austrian National Tourism Organization. Initial results are encouraging and help define a roadmap for further improving the automated tagging of tourism resources

Institutionalization process of service innovation: Overcoming competing institutional logics in service ecosystems

Service science is concerned with the question of how systems can co-create value in an optimal way. In essence, innovations aim at enabling better value co-creation; but at the same time, cause disruption and tensions in the service ecosystem by challenging prevailing practices. This chapter examines the development and diffusion of a broad scale heath care service innovation—the Electronic Prescription system (eRX)—as a process of institutionalization within a service ecosystem. This case represents an innovation process that attempts to solve a major societal challenge, rationalization of medication and reduction of medication errors and abuse. This change requires commitment and adaptation by diverse actors in multiple service systems affected by the eRX, but is nearly disabled by these actors’ competing and even conflicting institutional logics. We examine how diverse stakeholders slowly move towards a convergent institutional logic as the innovation is gradually institutionalized in the broader service ecosystem, and discuss the major challenges along this process. This chapter highlights the dilemma of change in service ecosystems and highlights the role of institutions therein.Post-print / Final draf