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622 KiB

Open AccessArticle

The Actor: The Key Determinator in Service Ecosystems

by Bård Tronvoll

Systems 2017, 5(2), 38; https://doi.org/10.3390/systems5020038 - 19 May 2017

Cited by 35 | Viewed by 10561

Most descriptions of service ecosystems, which provide the foundations for value co-creation, focus on resource integration. In contrast, this article emphasizes the actor’s key role as the foundation resource for value co-creation by looking at both societal- and individual-focused realms, which include the [...] Read more.

Most descriptions of service ecosystems, which provide the foundations for value co-creation, focus on resource integration. In contrast, this article emphasizes the actor’s key role as the foundation resource for value co-creation by looking at both societal- and individual-focused realms, which include the different social aspects of service ecosystems. Institutional arrangements, positions, schemas as mental models, and practices constitute the basis realms influencing the actor in his or her value creation. Societal- and individual-focused realms are dual structures that are in constant interaction. The interdependency of the realms is made apparent through the service ecosystem’s ability to define how resources are understood, assessed, and applied. A thorough examination of the realms that influence the actors embedded in service ecosystems suggests that social forces guide and are guided by actors. This article offers six guidelines for understanding the vital role of actors in service ecosystems. Full article

(This article belongs to the Special Issue Service Systems)

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350 KiB

Open AccessArticle

Service Innovations in the Healthcare Service Ecosystem: A Case Study

by Maria V. Ciasullo, Silvia Cosimato and Marco Pellicano

Systems 2017, 5(2), 37; https://doi.org/10.3390/systems5020037 - 09 May 2017

Cited by 18 | Viewed by 9289

Abstract

In the service economy, scholars and practitioners are even more focused on the development and appliance of innovative services. The importance of service innovation is rising in many sectors and among different organizations. Several disciplines (e.g., marketing, management, operations research, etc.) deal with [...] Read more.

In the service economy, scholars and practitioners are even more focused on the development and appliance of innovative services. The importance of service innovation is rising in many sectors and among different organizations. Several disciplines (e.g., marketing, management, operations research, etc.) deal with this innovation, a concept widely used, but with different definitions. In this paper, service innovation has been analyzed according to the Service Dominant Logic (S-D Logic) and a service ecosystem perspective. The literature still calls for a greater understanding of how a new or renewed combination of resources affects the shaping of service ecosystems. To contribute to filling this gap, this study explores the practices that different actors, enact to co-create value in novel ways; i.e., service innovation. The paper is structured as follows. In the first section, the main academic contributions on service research have been reviewed, focusing on healthcare service innovation. This is followed by the research method and discussion of the research findings. Finally, the theoretical and managerial implications have been detailed and an agenda for future research suggested. The paper offers interesting insights to develop new or renewed practices that foster the reshaping and maintaining of a healthcare service ecosystem. Some recommendations are included to support managers in the development of service innovation strategies. Full article

(This article belongs to the Special Issue Service Systems)

980 KiB

Open AccessArticle

Inside Out: Organizations as Service Systems Equipped with Relational Boundaries

by María Jimena Crespo Garrido, Mara Grimaldi, Gennaro Maione and Massimiliano Vesci

Systems 2017, 5(2), 36; https://doi.org/10.3390/systems5020036 - 27 Apr 2017

Viewed by 8223

Abstract

Currently, literature on organizational boundaries is at the center of a heated debate, characterized by a shift from a transactional approach to a broader immaterial perspective centered on the concept of boundless organizations. However, the overestimation of the effects of contemporary dematerialization on [...] Read more.

Currently, literature on organizational boundaries is at the center of a heated debate, characterized by a shift from a transactional approach to a broader immaterial perspective centered on the concept of boundless organizations. However, the overestimation of the effects of contemporary dematerialization on business processes can lead to the progressive neglect of the existence of corporate borders. In light of this consideration, the present work aims at proposing a new type of criterion for defining organizational boundaries, halfway between the conception of the firm’s total openness and total closure. To this end, the authors envisage the use of a new interpretive logic defined as “relational”, resulting from the specification of the systemic view (and as the sum of the logic underlying the viable systems approach (VSA)). This approach views the definition of boundaries. Therefore, in the large and intricate scenery of the studies dedicated to organizational boundaries, this work contributes to a better understanding of border selection as an interactive and changeable process capable of pushing organizations towards a greater awareness of their strategic dimension. This paper also offers some insights for future research, suggesting that both scholars and professionals investigate, firstly, new frontiers for the identification of organizational boundaries and, secondly, the possible positive repercussions that new organizational redesign modes could determine for a greater competitive success. Full article

(This article belongs to the Special Issue Service Systems)

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667 KiB

Open AccessArticle

The Re-Conceptualization of the Port Supply Chain as a Smart Port Service System: The Case of the Port of Salerno

by Antonio Botti, Antonella Monda, Marco Pellicano and Carlo Torre

Systems 2017, 5(2), 35; https://doi.org/10.3390/systems5020035 - 23 Apr 2017

Cited by 28 | Viewed by 16345

Abstract

This paper proposes a re-conceptualization of the port supply chain as a smart service system, in accordance with the theory of service science. Starting from a short literature review about the port supply chain approach and service science, a new comprehensive framework is [...] Read more.

This paper proposes a re-conceptualization of the port supply chain as a smart service system, in accordance with the theory of service science. Starting from a short literature review about the port supply chain approach and service science, a new comprehensive framework is provided to better understand seaport dynamics and the creation of competitive port supply chains. The methodology used is the case study approach. The Authors examined the Port of Salerno (Italy) and re-conceptualized it as a smart port service system. The originality of the work lies in the application of service science as a lens to re-conceptualize the port supply chain, that allows the implementation of a logistic framework. Both theoretical and practical implications are provided to enrich the literature about port supply chains and to support port operators. Full article

(This article belongs to the Special Issue Service Systems)

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2228 KiB

Open AccessArticle

Service Ecosystems Supporting High Reliability Assets

by Ronald Beckett

Systems 2017, 5(2), 32; https://doi.org/10.3390/systems5020032 - 03 Apr 2017

Cited by 4 | Viewed by 9402

Abstract

The owners/operators of complex assets such as production systems, military equipment and power stations aim to achieve high reliability with financial sustainability over long periods of time, and rely on a combination of internal and external socio-technical support systems to achieve this. Changes [...] Read more.

The owners/operators of complex assets such as production systems, military equipment and power stations aim to achieve high reliability with financial sustainability over long periods of time, and rely on a combination of internal and external socio-technical support systems to achieve this. Changes in the operational environment and technological advances may stimulate the need/opportunity for innovative reconfiguration of the assets and/or the related support systems. These assets and their support arrangements may be regarded as elements of a broader industry ecosystem. Drawing on analogies with natural ecosystems suggested in the literature, a concept of a service ecosystem is presented. Ten service system, management, engineering and design (SSMED) concepts elaborated by Spohrer and Kwan are represented in operational terms by interlinked networks of actors, of resources and of activities whose interconnections may change dynamically, combined with a business model perspective that indicates why particular configurations might make sense. Six support system case studies illustrate how effective service ecosystems are informed by multiple viewpoints including reliability assurance, business models and linkages with context-specific knowledge networks to stimulate the identification of innovative support solution architectures. Full article

(This article belongs to the Special Issue Service Systems)

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954 KiB

Open AccessArticle

Research vs. Practice on Manufacturing Firms’ Servitization Strategies: A Gap Analysis and Research Agenda

by Marco Perona, Nicola Saccani and Andrea Bacchetti

Systems 2017, 5(1), 19; https://doi.org/10.3390/systems5010019 - 24 Feb 2017

Cited by 18 | Viewed by 11452

Abstract

Servitization in the manufacturing industry implies a shift from an offer based mainly on standard goods, to a wider value proposition composed of solutions aimed at solving specific customers’ problems, obtained by integrating tangible and intangible elements. The purpose of this paper is [...] Read more.

Servitization in the manufacturing industry implies a shift from an offer based mainly on standard goods, to a wider value proposition composed of solutions aimed at solving specific customers’ problems, obtained by integrating tangible and intangible elements. The purpose of this paper is to investigate the servitization strategies of manufacturing firms, more specifically about: (i) how manufacturing companies move toward servitization (servitization pattern); (ii) how they achieve the capabilities needed; and (iii) which factors enable this transition. We did so by comparing the state of the art of academic research with a qualified sample of case studies of global companies that famously improved their competitiveness by shifting from products to solutions. The results show some gaps between research and practice, concerning in particular: the impact (either transformational or integrative) of servitization on the manufacturing organization; the role of financial resources in shaping the capability achievement strategy, particularly for external acquisitions, and; the role of servitization enablers poorly considered by the extant literature, such as time, leadership and continuity, operational excellence and digital technologies. These findings lead to the definition of seven formalized research directions, thus outlining an agenda for future research. Full article

(This article belongs to the Special Issue Service Systems)

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10280 KiB

Open AccessArticle

Constructing a 3D Multiple Mobile Medical Imaging System through Service Science, Management, Engineering and Design

by Kang-Lin Peng, Yu-Ling Lin and Yu-Chee Tseng

Systems 2017, 5(1), 5; https://doi.org/10.3390/systems5010005 - 17 Jan 2017

Cited by 1 | Viewed by 7656

Abstract

Following the trend of using mobile devices for healthcare, a 3D multiple mobile medical imaging system (3D MMMIS) for doctor’s diagnosis and treatment was constructed through service science, management, engineering and design (SSMED) that can co-create the value between technology and humanity. Service [...] Read more.

Following the trend of using mobile devices for healthcare, a 3D multiple mobile medical imaging system (3D MMMIS) for doctor’s diagnosis and treatment was constructed through service science, management, engineering and design (SSMED) that can co-create the value between technology and humanity. Service experience engineering (SEE) methods were applied to a scenario of a doctors’ consultation, which is a deliberation of two or more healthcare doctors about diagnosis or treatment in particular cases. Proof of service was processed to test the prototype of the 3D MMMIS to check the doctors’ satisfaction with the innovative systems. Results show that doctors are satisfied with the 3D MMMIS. Conclusions suggested that the 3D MMMIS can be a helpful health technology for future healthcare. Full article

(This article belongs to the Special Issue Service Systems)

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711 KiB

Open AccessArticle

Investigating the Users’ Approach to ICT Platforms in the City Management

by Francesco Caputo and Leonard Walletzký

Systems 2017, 5(1), 1; https://doi.org/10.3390/systems5010001 - 06 Jan 2017

Cited by 29 | Viewed by 7516

Abstract

The increasing relevance of technology and its impact on our everyday life requires multi- and trans-disciplinary studies in order to investigate the ways in which the Information and Communication Technology (ICT) tools are affected by users’ features and by the external environment. In [...] Read more.

The increasing relevance of technology and its impact on our everyday life requires multi- and trans-disciplinary studies in order to investigate the ways in which the Information and Communication Technology (ICT) tools are affected by users’ features and by the external environment. In order to enrich existing contributions on this topic, the paper focuses its attention on the city as example of service systems, in order to investigate dimensions and dynamics that influence the city employees’ evaluation and satisfaction in the use of ICT platforms. By adopting the interpretative lens offered by Service Science and Systems Thinking, the domain of city as a service system is analysed and some hypotheses are formulated with reference to the relationships between environment, users, and ICT platform. The hypotheses are investigated through a questionnaire survey on a sample of 1032 municipalities in the Czech Republic and the results are tested using Structural Equation Modelling. The research shows that users’ features and external environment affect the evaluation and the satisfaction of city stakeholders about the use of ICT platforms by underlining the need for enlarging the study on informatics tools, in order to also include subjective variables. The findings are discussed from both theoretical and practical points of view. Full article

(This article belongs to the Special Issue Service Systems)

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