Enterprise Systems in a Service Science Context

By enterprise systems we here refer to large integrated standard application packages that fully cover the provision of information required in a company. They are made up of extensive administrative solutions for management accounting, human resource management, production, logistics and sales control. Most of the enterprise systems on the market have traditionally been designed with a focus on manufacturing companies, but during the past years the supply of various enterprise systems for service-oriented business organizations has gradually increased. This fact raises the issue to study enterprise systems from a service management perspective. Service science is an emerging discipline that studies value creation through services from technical, behavioural and social perspectives. Within service science it is therefore possible to use and apply a wide spectrum of engineering tools for development of business services in organizations. In this sense, enterprise systems represent an efficient tool for service innovations. The research interest in this chapter is focussed on how we can study enterprise systems in a service science context.