
Paul P. MaglioUniversity of California, Merced | UCM
Paul P. Maglio
About
182
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17,736
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Additional affiliations
January 2008 - present
Position
- IBM Research - Almaden
Education
September 1989 - August 1995
September 1982 - June 1986
Publications
Publications (182)
The history and future of service operations are analyzed, with the goal to identify key theoretical and technological advances, as well as fundamental themes that can help to imagine the future of service operations in 2050.
A review of the service operations literature was undertaken to inform a discussion regarding the role that technology will...
Metaphor is more than a literary device. It is a fundamental cognitive ability that drives the capacity to reason about state and actions in the world. Metaphor—which involves under- standing of abstract concepts in terms of more basic ones—permeates political discourse. Its ubiquity is evident in the frequent use of statements such as “It’s time t...
Smart service systems are everywhere, in homes and in the transportation, energy, and healthcare sectors. However, such systems have yet to be fully understood in the literature. Given the widespread applications of and research on smart service systems, we used text mining to develop a unified understanding of such systems in a data-driven way. Sp...
Cities worldwide are attempting to transform themselves into smart cities. Recent cases and studies show that a key factor in this transformation is the use of urban big data from stakeholders and physical objects in cities. However, the knowledge and framework for data use for smart cities remain relatively unknown. This paper reports findings fro...
Service is a key context for the application of IT, as IT digitizes information interactions in service and facilitates value creation, thereby contributing to service innovation. The recent proliferation of big data provides numerous opportunities for information-intensive services (IISs), in which information interactions exert the greatest effec...
Purpose
The proliferation of (big) data provides numerous opportunities for service advances in practice, yet research on using data to advance service is at a nascent stage in the literature. Many studies have discussed phenomenological benefits of data to service. However, limited research describes managerial issues behind such benefits, althou...
IEEE
Transactions on Services Computing
and INFORMS
Service Science
issued a joint call for papers targeting the bridging of service perspectives from business (e.g., service science, services marketing and information systems) to services computing. The intent was to advance transdisciplinary research agendas that could generate advances that go...
There are two main senses of value relevant to strategic management: exchange-value and use-value. The traditional economic view relies on exchange-value, which refers to the utilities embedded in goods and services during production by a firm and which is measured by exchange (price) in a market. By contrast, use-value refers to the benefits gaine...
As traditionally measured, services, which include everything from transportation to retail to healthcare to entertainment to hospitality and more, account for most economic activity. Taking a more modern view, we define service as value creation that occurs within systems of interacting economic actors. Service systems have been getting smarter ov...
How do economic actors in complex business-to-business (B2B) service systems co-create value when resource exchange is contingent on available and accessible Information and Communication Technology (ICT)? In this paper, we draw on findings from a multiple case study of the consulting industry to provide empirical insights into the nature of these...
For the special issue, we put together a board of associate editors drawn from both the INFORMS and IEEE services communities (listed below), and we received a total of 30 original manuscripts between the two journals. Manuscripts underwent a rigorous double-blind review, and in most cases, went through several rounds of revision. It is our honor n...
INFORMS is a perfect partner for Service Science. There are some very talented and dedicated staff in the publication office at INFORMS, notably Kelly Kophazi, our managing editor, and Kara Tucker and Meaghan White, our production editors, among many others. The journal passed its first review with the INFORMS publications committee and board of di...
Service is performance suggests that providers perform actions for customers. Service performances are typically set up or scripted by providers, and play out in the context of customers—sometimes visibly in front of them and sometimes hidden from view behind the scenes. There may be many others backstage, but the provider is the main point of cont...
Scientific discovery is substantially a social process. It involvesorganizational and inter-personaldynamics, resource and data constraints, biases and fads, as well as serendipity and chance encounters that are usually hardly represented in formal depiction of discovery. In this era of big data science, with heavy reliance on crowd-sourced data, o...
Information and Communication Technology (ICT) is often considered the main enabler of service innovation. The unique role of ICT in service innovation, however, is not fully understood and advanc- ing knowledge in this area emerged as the top research priority in the fields of service science and information systems research. To date, substantial...
Internet traffic from mobile devices surpassed traffic from traditional desktop PCs for the first time in 2014. Although users today access and experience digital services through multiple mobile and traditional devices simultaneously, little empirical research investigated the mechanisms driving this shift, or its implications for service innovati...
Service systems create value through interactions among people and technology. Though information technology (IT), such as those that support electronic commerce, are key resources in IT-based service systems, it is the people in the system, the computer system administrators, who play the most critical role in making these systems work. In our eth...
Solving service problems has enormous practical consequences for the economy and society because (a) more than 80% of jobs in the United States are in the service sector, with most science, technology, engineering, and mathematics (STEM) graduates working in the service sector; (b) many complex service problems resist traditional optimization solut...
When the web became popular, people had to develop ways to talk and think about it. In the mid-1990s, we analyzed spatial language in “web talk.” We found that people described pages as places, and search as motion, both passive and active motion. Here we investigate web talk nearly two decades later. Our analysis reveals that some spatial language...
This article explores the role of symbols in value cocreation in order to develop a deeper understanding of how actors communicate, interact, and reconcile perspectives as they integrate and exchange resources to create value for themselves and for others. We draw on a service ecosystems approach to value cocreation and propose a conceptual framewo...
Dynamic modeling and simulation are systems science tools that examine behaviors and outcomes resulting from interactions among multiple system components over time. Although there are excellent examples of their application, they have not been adopted as mainstream tools in population health planning and policymaking. Impediments to their use incl...
Using four basic principles of service science, we systematically explore value-proposition design as one type of business model innovation. Service science combines organization and human understanding with business and technological understanding to categorize and explain service systems, including how they interact and evolve to cocreate value....
This paper argues that the cloud computing industry faces many decision problems where operations research OR could add tremendous value. To this end, we provide an OR perspective on cloud computing in three ways. First, we compare the cloud computing ...
This year, the Service Science, Management, and Engineering (SSME) minitrack (HICSS-46) accepted nine papers. It will begin with a special opening discussion session on "The Future of Value Creation in Complex Service Systems" that will include short presentations by thought leaders in the field. The rest of the day will be organized in three paper...
Information technology is the foundation of modern life. When talking on the phone, using the Web, or getting money from an ATM, we rely on computers, networks, and databases - systems of information technologies. What keeps these systems running? The answer is people: computer system administrators. Most of the time, the people are invisible. They...
Highlights
► Capability to model complexity by composing simple models together, reliably and effectively. ► Proposed composite model would allow for simulation of the service system using existing models and data. ► Examine impact of alternative modifications to the system through what-if scenario analysis. ► Provide evidence to policy-makers and...
Decision-makers increasingly need to bring together multiple models across a broad range of disciplines to guide investment and policy decisions around highly complex issues such as population health and safety. We discuss the use of the Smarter Planet Platform for Analysis Simulation of Health (Splash) for cross-disciplinary modeling, simulation,...
This essay provides an overview of the contemporary academic discourse and challenges regarding the role of values and valuations in service. Situating service within the larger socio-economic networks brings to the fore the plurality of values and the recognition that value creation is (both) a social and market activity. This raises important que...
As asserted by the Institute of Medicine, sound health policy and investment decisions require use of "what if" simulation models to analyze the potential impacts of alternative decisions on health outcomes. The challenge is that high-level health decisions require understanding complex interactions of diverse systems across many disciplines both i...
As asserted by the Institute of Medicine, sound health policy and investment decisions require use of "what if" simulation models to analyze the potential impacts of alternative decisions on health outcomes. The challenge is that high-level health decisions require understanding complex interactions of diverse systems across many disciplines both i...
The Service Science Management and Engineering (SSME) minitrack started in HICSS 41 (2008) when service science, an emergent inter-disciplinary study of service, gradually caught attention by academic and industries. The mission of this minitrack has been aiming to create a dialogue platform in HICSS for scholars and practitioners to exchange ideas...
[Modified excerpt] Several years ago, colleagues and I at IBM Research suggested that one key challenge in developing a new science of service is in finding appropriate methods for modeling service systems. Service systems are arrangements of people, technology, organizations, and shared information connected by value propositions to other such arr...
Rising costs, decreasing quality of care, diminishing productivity, and increasing complexity have all contributed to the present state of the healthcare industry. The interactions between payers (e.g., insurance companies and health plans) and providers (e.g., hospitals and laboratories) are growing and are becoming more complicated. The constant...
Current database technology has raised the art of scalable descriptive analytics to a very high level. Unfortunately, what enterprises really need is prescriptive analytics to identify optimal business, policy, investment, and engineering decisions in the face of uncertainty. Such analytics, in turn, rest on deep predictive analytics that go beyond...
Policies are a pervasive and critical aspect of computer system management. What makes an effective policy? How do policies work in practice? To what extent can policy specification and implementation be formalized and automated? We studied the work practices of computer system administrators to uncover some of the ways policies are used in practic...
Improved understanding of how interactions between service providers and customers create value, along with advances in technology, can expand and redefine the roles of both provider and customer in the service delivery process. The traditional boundary between provider and customer can shift toward self service, with the customer performing many o...
The furniture retailer IKEA provides an example of how understanding the roles and responsibilities of stakeholders in a value constellation can lead to change that improves value creation in a complex service system. In this paper, we apply the same kind of thinking about value creation that worked for IKEA to the complex service systems of popula...
Georg e was in trouble. A seemingly simple deployment was taking all morning, and there seemed no end in sight. His manager kept coming in to check on his progress, as the customer was anxious to have the deployment done. He was supposed to be leaving for a goodbye lunch for a departing co-worker, adding to the stress. He had called in all kinds of...
George was in trouble. A seemingly simple deployment was taking all morning, and there seemed no end in sight. His manager kept coming in to check on his progress, as the customer was anxious to have the deployment done. He was supposed to be leaving for a goodbye lunch for a departing co-worker, adding to the stress. He had called in all kinds of...
Today, global conditions challenge traditional views of management, marketing, and economics. The goods-dominant view, centered
on the notion of production and consumption, is being subsumed by the service-dominant view, centered on the notion that business
value is cocreated by interaction of economic entities. Here, we consider IBM and its brand,...
This paper reports out of the symposium on 'Technology Management in the Service Sector' which was held as a part of Portland International Conference on Management of Engineering and Technology in 2007. The objectives of the symposium were: to explore how technology management research and education can contribute to the evolving field of services...
Why a handbook? We can answer that question with a question: What does a service scientist
need to know? This volume presents multidisciplinary perspectives on the nature of service, on research and practice in service,
and on the future of research in service. It aims to be a kind of reference, a collection of papers by leading thinkers and
resear...
The health system is a complex system of systems - changes in agri- culture, transportation, economics, family life, medical practices, and many other things can have a profound influence on health and health costs. Yet to- day, policy-level investment decisions are frequently made by modeling indi- vidual systems in isolation. We describe two sets...
Economics has accumulated a great body of knowledge about value. Building on economics and other disciplines, service science
is an emerging transdiscipline. It is the study of value-cocreation
phenomena (Spohrer
& Maglio
, 2010). Value cocreation occurs in the real-world ecology of diverse types of service system
entities (e.g., people, families,...
Foundations Disciplines Professions Appendix One. Service-Dominant Logic Appendix Two. Evolution Examples Endnotes Acknowledgments References and Further Reading
Handbook of Service Science provides a comprehensive reference suitable for a wide-reaching audience including researchers, practitioners, managers, and students who aspire to learn about or to create a deeper scientific foundation for service design and engineering, service experience and marketing, and service management and innovation.
System administrators are end-users too. And as end-users, they develop tools, create web pages, write command-line scripts, use spreadsheets, and repurpose existing tools. In short, they engage in end-user programming activities in support of their systems management work. We examined system administrator practices in software tool development, op...
Scholars from different disciplines acknowledge the importance of studying new service development (NSD), which is considered a central process for sustaining a superior competitive advantage of service firms. Although extant literature provides several important insights into how NSD processes are structured and organized, there is much less evide...
IT service delivery is challenging to study. It is characterized by interacting systems of technology, people, and organizations.
The work is sometimes reactive, sometimes carefully planned, often risky, and always complex and collaborative. In this paper
we describe how we’ve learned about IT work, using a variety of methods including naturalistic...
Service-oriented technologies and management have gained attention in the past few years, promising a way to create the basis for agility so that companies can deliver new, more flexible business processes that harness the value of the services approach from a customer’s perspective. Service-oriented approaches are used for developing software appl...
Policy-based automation is emerging as a viable approach to IT systems management, codifying high-level business goals into executable specifications for governing IT operations. Little is known, however, about how policies are actually made, used, and maintained in practice. Here, we report studies of policy use in IT service delivery. We found th...
The creation of value is the core purpose and central process of economic exchange. Traditional models of value creation focus on the firm’s output and price. We present an alternative perspective, one representing the intersection of two growing streams of thought, service science and service-dominant (S-D) logic. We take the view that (1) service...
The current growth of the service sector in global economies is unparalleled in human history—by scale and speed of labor migration. Even large manufacturing firms are seeing dramatic shifts in percent revenue derived from services. The need for service innovations to fuel further economic growth and to raise the quality and productivity levels of...
In studying categorization, cognitive science has focused primarily on cultural categorization, ignoring individual and institutional categorization. Because recent technological developments have made individual and institutional classification systems much more available and powerful, our understanding of the cognitive and social mechanisms that...
Epistemic actions are physical actions people take to simplify internal problem solving rather than to move closer to an external goal. When playing the video game Tetris, for instance, experts routinely rotate falling shapes more than is strictly needed to place the shapes. Maglio and Kirsh [Kirsh, D., & Maglio, P. (1994). On distinguishing episte...
Abstraction is a powerful thing. During the 19th century, the industrial revolution was built on many powerful abstractions, such as mass, energy, work, and power. During the 20th century, the information revolution was built on many powerful abstractions, such as binary digit or bit, binary coding, and algorithmic complexity. Here, we propose an a...
Abstraction is a powerful thing. During the nineteenth century, the Industrial Revolution was built on many powerful abstractions,
such as mass, energy, work, and power. During the twentieth century, the information revolution was built on many powerful
abstractions, such as binary digit or bit, binary coding, and algorithmic complexity. Here, we p...
Troubleshooting large computer systems is often highly collaborative. Because these systems consist of complex infrastructures
with many interdependent components, expertise is spread across people and organizations. Those who administer such systems
are faced with cognitive and social challenges, including the establishment of common ground and co...
Growth, adaptability, innovation, and cost control are leading concerns of businesses, especially with respect to use of information technology (IT). Though standards such as the Information Technology Infrastructure Library (ITIL) offer the potential for cost savings through the use of formal processes and best practices, such top-down approaches...
Service systems are value-co-creation configurations of people, technology, value propositionsconnecting internal and external
service systems, and shared information (e.g., language, laws, measures, and methods). Service science is the study of service
systems, aiming to create a basis for systematicservice innovation. Service science combines org...
The service sector accounts for more than 80 percent of the US gross domestic product and employs a growing share of the science and engineering workforce. Yet it's one of the least-studied areas of the economy. Some see economics, operations research, industrial engineering, or the science of complex systems as the appropriate starting point for a...
Researchers, educators and practitioners are showing interest in service systems, and in the potential of establishing the new academic discipline, services sciences, management and engineering (SSME). The service scientist might identify the stakeholders and interview them to learn of the boundaries of the service system and of any problems and op...
Autonomous online social systems can emerge from the interaction between the stable social practices of soliciting and eavesdropping when they are performed online. These practices are distributed manifestations of the stable mental operation of conceptual blending. The technology mediating the communication in the practices must be polymorphic, no...
Autonomic Computing lays out a vision of information technology in which systems manage themselves based on policies. As a result, policies are the new currency of interaction between people and computers, creating a new paradigm for interaction with autonomic systems. In this paradigm, interaction shifts (1) from low-level to high-level monitoring...
System administrators work with many different tools to manage and fix complex hardware and software infrastructure in a rapidly paced work environment. Through extensive field studies, we observed that they often build and share custom tools for specific tasks that are not supported by vendor tools. Recent trends toward web-based management consol...
One of the primary motivations behind autonomic computing (AC) is the problem of administrating highly complex systems. AC seeks to solve this problem through increased automation, relieving system administrators of many burdensome activities. However, the AC strategy of managing complexity through automation runs the risk of making management hard...
Large organizations develop guidelines, processes, and tools to help them implement and manage IT. In many cases, these encode policies, the central means of control for autonomic computing systems. Policies consist of goals, scope, constraints, and tradeoffs in system management, and define the boundaries of delegation of work between people and s...
The administration cost of today's complex IT systems is a major inhibitor of growth for many companies in the burgeoning services economy. One proposed solution is policy-based system administration - a type of autonomic computing system that can manage itself with minimum human intervention. To explore the cost-benefit tradeoffs of policy-based s...
A1 is a Java-based spreadsheet environment that enables system administrators to build small tools that simplify and automate common tasks, integrating real-time data across heterogeneous systems. A1 spreadsheets can be saved to a central repository, where they are published and shared as interactive web portlets. In this paper, we discuss the need...