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Introduction of the Science of Service Systems Read chapter Read first chapter

2011 | OriginalPaper | Chapter

Key Dimensions of Service Systems in Value-Creating Networks

Authors : Cristina Mele, Francesco Polese

Published in: The Science of Service Systems

Publisher: Springer US

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Abstract

The aim of this chapter is to identify the key dimensions of service systems and to describe how they interact in the process of value co-creation. The four key dimensions identified in the analysis are: customers; people (including employees and other stakeholders); information; and technology. The chapter also characterises the value-creation process in service systems as consisting of three related stages: value proposition; acceptance; and fulfilment. The main conclusion of the chapter is that the four key dimensions interact at all three stages in a network of relationships that co-create value through the integration of resources. In details, the interactions between the key dimensions shape two kinds of nets: (i) a social network; (ii) a technological network. These nets are the basis for a greater value-creating network aimed at increasing stakeholder value. Conclusions have practical implications for managers and theoretical implications for researchers.

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previous chapter Embedding the New Discipline of Service Science
next chapter Making a Science of Service Systems Practical: Seeking Usefulness and Understandability while Avoiding Unnecessary Assumptions and Restrictions
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Metadata
Title
Key Dimensions of Service Systems in Value-Creating Networks
Authors
Cristina Mele
Francesco Polese
Copyright Year
2011
Publisher
Springer US
Book
The Science of Service Systems

Print ISBN: 978-1-4419-8269-8

Electronic ISBN: 978-1-4419-8270-4

Copyright Year: 2011

DOI
https://doi.org/10.1007/978-1-4419-8270-4_3

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