Abstract
The purpose of this chapter is to frame the future of service systems at the theoretical intersection of synergetics and multi-sided platforms. The future, or propagation and evolution, of service systems requires an understanding of the pivots and modes by which the people, technology, and value propositions in a service system jointly evolve. A better understanding of this can emerge from applying the approaches of synergetics, or the enslaving and consensualization of service systems through order parameters (Meynhardt et al., J Bus Res 69:2981–2989, 2016), and multi-sided platforms, or the technologies that enable direct interactions among two or more groups (Hagiu, MIT Sloan Manage Rev 55:71, 2014; Hagiu and Wright, Int J Ind Organ 43:162–174, 2015). Together these two approaches enrich the study of the future of service systems.
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Chandler, J.D. (2019). The Future of Service Systems: From Synergetics to Multi-Sided Platforms. In: Maglio, P.P., Kieliszewski, C.A., Spohrer, J.C., Lyons, K., Patrício, L., Sawatani, Y. (eds) Handbook of Service Science, Volume II. Service Science: Research and Innovations in the Service Economy. Springer, Cham. https://doi.org/10.1007/978-3-319-98512-1_11
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DOI: https://doi.org/10.1007/978-3-319-98512-1_11
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