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Service systems produce all services of significance and scope, yet the concept of a service system is not well articulated in the service literature. This paper presents three interrelated frameworks as a first attempt to define the fundamentals of service systems. These frameworks identify basic building blocks and organize important attributes a...
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Citations
... To fully leverage the potential of AI in service systems, it is crucial to study and implement strategic frameworks [31]. This framework should consider the nature of service activities, service processes, and other specifics [32]. ...
... Consistent with all service-dominant logic premises, the AI-driven service system guides the description of the situation at three levels: Value constellation, whole picture view of the system, service activities, and other specifics. According to Alter [32], there are three frameworks for service systems, namely the Work System Framework, the Service Value Chain Framework, and the Service Lifecycle Framework. The Work System Framework provides a systematic perspective for understanding and analyzing any system that performs work within or between organizations. ...
... The Service Lifecycle Framework emphasizes the evolution of service systems, including the creation, operation, and planned and unplanned changes to services. Therefore, AI technologies or AI agents are set to become vital focal points in the construction of new service systems, interactive experiences, and value co-creation [32,33]. ...
This paper proposes a framework for AI-driven municipal solid waste classification service design and management, with an emphasis on advancing sustainable urban development. This study uses narrative research and case study methods to delve into the benefits of AI technology in waste classification systems. The framework includes intelligent recognition, management strategies, AI-based waste classification technologies, service reforms, and AI-powered customer involvement and education. Our research indicates that AI technology can improve accuracy, efficiency, and cost-effectiveness in waste classification, contributing to environmental sustainability and public health. However, the effectiveness of AI applications in diverse city contexts requires further verification. The framework holds theoretical and practical significance, offering insights for future service designs of waste management and promoting broader goals of sustainable urban development.
... The scientific disciplines that put forward the definition of services also vary. A service can be defined as an activity (or series of activities), in which various resources are utilized by providers ( suppliers ) who interact with customers ( consumers ), to obtain a solution to a particular need [1] . Vargo et al. 2008 reveals that service is the implementation or application of special competencies ( operant resources ), namely knowledge and skills through deeds/actions, processes, and performance for the benefit of other entities or the entities themselves [2] . ...
This comprehensive survey delves into the realm of Smart Service Systems, aiming to provide an in-depth analysis of its fundamental concepts and address the challenges faced in its implementation. Smart Service Systems represent a transformative paradigm that leverages cutting-edge technologies, such as artificial intelligence, Internet of Things, and cloud computing, to enhance the efficiency, effectiveness, and personalization of service delivery. The paper explores the key components and underlying principles that form the backbone of these systems, shedding light on their potential applications and benefits across various domains. However, the realization of Smart Service Systems comes with a set of formidable challenges that need to be tackled. These challenges encompass technical, ethical, legal, and societal aspects, among others. By examining and understanding these obstacles, the paper aims to propose potential strategies and solutions to overcome them. The analysis is further enriched with case studies and real-world examples to provide valuable insights for researchers, practitioners, and policymakers. In conclusion, this survey serves as a comprehensive resource for the exploration of Smart Service Systems, illuminating the path towards harnessing their full potential while addressing the complexities they present. It is hoped that this work will inspire further research and foster advancements in this burgeoning field, ultimately leading to the widespread adoption and integration of intelligent service systems for a more efficient and sustainable future.
... On the contrary, in service dominant logic, product is a part of service. Service dominant logic underscores that value is created from intangible resources, such as knowledge and technology (Alter, 2008). ...
Purpose: This study aimed to examine the concrete type of service supply chain, which has been remaining on a conceptual level in previous studies. For this purpose, this study analyzed the differentiation of service supply chain, which could be hardly explained by the traditional manufacturing supply chain architecture. Design/methodology/approach: The research method was conducted through in-depth literature review. It was intended to identify the structure and characteristics of the service supply chain through an in-depth literature review in the service and supply chain fields. Findings: The service industry is made up of a wide range of fields and has various characteristics. The characteristics of the service industry are expected to be more diverse and complicated depending on the tangibility spectrum or servitised degree of the combination of tangible products and intangible services. According to the literature review, remarkable differences were shown between the type of the traditional manufacturing-oriented supply chain and that of the logistics service supply chain in respect of industrial architecture and direction of the entities in the supply chain. Research limitations/implications: This study cannot suggest general service supply chain types through literature review. The reason may be that it was difficult to generalize the types of service supply chains due to the diversity of the service industry and the characteristics of services that are different from tangible products. It was also difficult to apply the methodology to scientifically distinguish service supply chain to the traditional supply chain. Originality/value: The research results of this study on the service supply chain are meaningful in both academic and practical aspects. Academically, it provides the foundation for research on the service supply chain structure. In practice, it suggests the possibility that service companies can also use supply chain management as a business strategy.
... A system in this framework is defined as "a work system that includes business processes implemented by human resources using information and communication technology tools". The WCA framework has six elements and five perspectives of evaluation [19,20] A brief description of the elements and perspectives of the framework is given below (Figure 3). ...
... Different elements and perspectives of the WCA framework. [19,20] ...
... There is no unified view on a general definition of services [6]. For vehicle-based service (VbS), we consequently only add the requirement of the involvement of the vehicle's functional spectrum during service value delivery [7]. ...
... The result is evaluated, and a next generation is created. Orientation Containers must be placed according to their required orientation c 3 Stacking No container shall be placed on top of a container marked as non-stackable c 4 Completeness All containers must be placed c 5 Stability No overhang between containers is allowed c 6 Overlap No overlap between containers is allowed c 7 Volume The available installation space can not be exceeded ...
Future vehicles are connected, autonomous and shared platforms that render a multitude of services in our everyday lives. The vehicle's driving function will ultimately converge to a commodity sourced by superstructure manufactures that develop service-oriented functionality. For the early stage vehicle concept design, this new functionality imposes a new complexity for superstructure engineers. Novel service offerings translate into new functional requirements and technical components that need to be optimally sized and positioned inside the vehicle package to increase the amount of service units that can be supplied to the customer. Today, vehicle concept design optimization only focuses on powertrain components. In this paper, we introduce a novel two-step package design optimization for vehicle superstructures. First, functional requirements are derived from service units, the smallest unit of value to the vehicle-based service customer. We then develop component weight and size regression models from data retrieved from online warehouses. Components and their installation constrains are represented by scalable containers. A combined packing heuristic and parameter optimization arranges the containers within the vehicle's available installation space and created layout alternatives. We apply this procedure to a real case study based on the aCar, a light electric utility vehicle for rural sub-Saharan Africa. This is a first step to enable superstructure manufactures to design and optimize vehicle concept designs based on service capacity.
... Generally, services are intangible products or solutions produced by suppliers by utilizing existing resources to meet customer demands (Alter, 2008). From the standpoint of value creation, services are experienced and cocreated by customers (Ben Letaifa et al., 2016). ...
Digital service transformation study is a part of research in the field of digital transformation, which is devoted to exploring the transformations that occur in digital service products, which have been intensely explored in recent years to address digital disruption. Several concepts and definitions of digital service transformation have emerged as a result of an approach from the point of view of digital transformation and digital services concepts. This paper is organized to provide a foundational understanding of digital service transformation terminology. This paper uses the systematic literature review method to compile 52 qualified articles from previous studies. We conduct an analysis and synthesis of articles to answer research questions. The results of this study are a descriptive summary of research in the digital service transformation field, determining digital service transformation terminology and components, and also a proposed digital service transformation model to explain the position of transformation in digital service products in the overall transformation process. We construct this model using the findings of previously determined components synthesis.
... Essentially, the customers' value to the system involves more than just receiving and using whatever the service system produces. In line with Alter (2008a), this paper adopts Vargo and Lusch's (2004) definition of a service they say represents "the application of specialized competencies (knowledge and skills) through some actions or processes, and performances Cybesecurity for Organizations' subsistence for the benefit of another entity or the entity itself (Self-service)." This definition reflects a "service" as a value-producing process between a service provider and a customer, be it a business, software engineering or an IT service standpoint. ...
... Thus, they emphasize a holistic understanding of such organizational assets and their contribution capacity to the entire service system to create value. Alter (2008aAlter ( , 2010 introduced three frameworks that provide the footing for understanding, analyzing and building service systems. This group of frameworks is said to be apt for identifying difficulties and opportunities in service systems. ...
... The work system framework utilizes nine basic elements to provide system-oriented visibility of any structure that carries out work within or across organizations. This makes it useful in identifying problems and opportunities (Alter, 2008a;Petkov and Petkova, 2008). The four elements responsible for production include work practices (processes and activities), participants, information and technologies. ...
Purpose
This paper proposes a holistic, proactive and adaptive approach to cybersecurity from a service lens, given the continuously evolving cyber-attack techniques, threat and vulnerability landscape that often overshadow existing cybersecurity approaches.
Design/methodology/approach
Through an extensive literature review of relevant concepts and analysis of existing cybersecurity frameworks, standards and best practices, a logical argument is made to produce a dynamic end-to-end cybersecurity service system model.
Findings
Cyberspace has provided great value for businesses and individuals. The COVID-19 pandemic has significantly motivated the move to cyberspace by organizations. However, the extension to cyberspace comes with additional risks as traditional protection techniques are insufficient and isolated, generally focused on an organization's perimeter with little attention to what is out there. More so, cyberattacks continue to grow in complexity creating overwhelming consequences. Existing cybersecurity approaches and best practices are limited in scope, and implementation strategies, differing in strength and focus, at different levels of granularity. Nevertheless, the need for a proactive, adaptive and responsive cybersecurity solution is recognized.
Originality/value
This paper presents a model that promises proactive, adaptive and responsive end-to-end cybersecurity. The proposed cybersecurity continuity and management model premised on a service system, leveraging on lessons learned from existing solutions, takes a holistic analytical view of service activities from source (service provider) to destination (Customer) to ensure end-to-end security, whether internally (within an organization) or externally.
... Following these reflections, it emerges that the real challenge for the survival of a system is the definition of strategies and approaches inspired by the logic of adaptability in terms of a system's ability to modify its structure without revising its nature as an effect of external pressures (Alter 2008;Fricke and Schultz 2005;Zappa 1956). ...
... These results show how diverse system actors' contributions to various subsystems (such as R&D activities, regular research, feedback, and quality control) result in the network (Polese, 2004). (Alter, 2008). System thinking and TQM go hand in hand because organizations prioritize quality (Kim and Burchill, 1992). ...
The theory generates various hypotheses that can be examined to validate or deny the theory. Classical, contemporary, and postmodern philosophies have influenced public administration. Assume we want to learn more about a topic's causes and effects. In that situation, we need to work harder on creating new research disciplines and theories in public administration. It will help define policies, direct government operations, and resolve ethical issues, among other things. The scientific management school seeks the "one optimum solution." This institution valued efficiency metrics. But the human relations school emphasizes the human side of social institutions. It focuses on individual needs at work. Despite modernization, management practices rely on classical and neoclassical schools of thought. A situational mentality and a people-oriented approach replace task-oriented approaches and efficiency. While today's management challenges are more complicated, contextual, and interconnected, traditionalists and human relations schools dominate management practices. Modernity management emphasizes these cultural characteristics to enhance efficiency and effectiveness. Managers today use individual needs as part of organizational humanism and a contingent approach to managing the workforce to deal with current management difficulties. As a result, management theories attempt to retain top people and thrive in a dynamic environment. Corporate humanism addresses individual needs. The early management schools' notions of using the situation as a context, organization as a system, and individual needs as part of that philosophy. Today's public managers employ this pragmatic approach to address current management difficulties. To summarize, management theories have remained focused on effective resource management to retain top talent and succeed in a changing environment.
... As our goal is to derive implications for a plentitude of different DLPs, we build on general service literature, which offers a broad view on the service transaction process that is not limited to knowledge work and the three stages Wagner and Prester (2019) proposed. Specifically, the service value chain framework (Alter 2008(Alter , 2010 represents an end-to-end process of the fulfillment of a service between a provider (worker) and a customer (client). Prior to the fulfillment of the service, awareness has to be created, a negotiation takes place and preparations are made. ...
... Prior to the fulfillment of the service, awareness has to be created, a negotiation takes place and preparations are made. After the fulfillment of the service, follow-up activities take place (Alter 2008(Alter , 2010. The framework outlines the different stages that take place during a service transaction in a general manner and we extent it from the traditional and bilateral (non-DLP) service settings to DLPs. ...
... In the first iteration, we used the conceptual-to-empirical approach (Nickerson et al. 2013). The service value chain (Alter 2008(Alter , 2010 served as a concept to identify the relevant decisions to be made in service transactions on DLPs (see Table 2). We followed the guidelines of Steininger et al. (2013) with regards to the choice of the sample and the research materials to be investigated. ...
Digital labor platforms (DLPs) enable new work arrangements by connecting workers who sell their labor, with clients, who purchase their services through the platform. As platform governance in the multi-actor setting is complex, we provide platform actors, policy makers, and researchers with an overview of the possible configurations of platform governance on DLPs. By focusing on "who" makes decisions, the influence platform owners, worker, and clients have on the platform is surfaced. Our taxonomy differentiates decision rights throughout the service transaction process, which includes matchmaking, price setting, scope setting, process control direct exchange and quality control. We classify 106 DLPs and find that platform owners can exert considerable influence or, alternatively, empower workers and clients by granting them decisions rights. A cluster analysis results in three archetypes which show that the influence of the platform owner increases from open marketplace DLPs, to cooperative DLPs, to platform-controlled DLPs.
