Advertisement

Fundamentals of service science

  • Paul P. Maglio
  • Jim Spohrer
Conceptual/Theoretical Paper

Abstract

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 organization and human understanding with business andtechnological understanding to categorize and explain the many types of service systems that exist as wellas how service systems interact and evolve to co-create value. The goal is to apply scientific understandingto advance our ability to design, improve, and scale service systems. To make progress, we think servicedominantlogic provides just the right perspective, vocabulary, and assumptions on which to build a theory ofservice systems, their configurations, and their modes of interaction. Simply put, service-dominant logicmay be the philosophical foundation of service science, and the service system may be its basic theoreticalconstruct.

Keywords

Service science Service systems Service-dominant logic 

References

  1. Chesbrough, H. (2005). Toward a science of services. Harvard Business Review, 83, 16–17.Google Scholar
  2. Gadrey, J., & Gallouj, F. (2002). Productivity, innovation and knowledge in services: New economic and socio-economic approaches. Cheltenham, UK: Edward Elgar.Google Scholar
  3. Maglio, P. P., Kreulen, J., Srinivasan, S., & Spohrer, J. (2006). Service systems, service scientists, SSME, and innovation. Communications of the ACM, 49, 81–85 (July).CrossRefGoogle Scholar
  4. Monahan, B., David, P., Taylor, R., Tofts, C., & Yearworth, M. (2006). Grand challenges for systems and services sciences. Paper prepared for FET/FP7 Workshop, Brussels (January 31, 2006). Available as HP Labs Technical Report, HPL-2006-99, from http://www.hpl.hp.com/techreports/2006/HPL-2006-99.pdf.
  5. Normann, R. (2001). Reframing business: When the map changes the landscape. New York: Wiley.Google Scholar
  6. Sampson, S. E., & Christopher, M. F. (2006). Foundations and implications of a proposed unified services theory. Production and Operations Management, 15, 329–343.CrossRefGoogle Scholar
  7. Spohrer, J., & Maglio, P. P. (2007). The emergence of service science: Toward systematic service innovations to accelerate co-creation of value. Production and Operations Management (in press).Google Scholar
  8. Spohrer, J., Maglio, P. P., Bailey, J., & Gruhl, D. (2007). Steps toward a science of service systems. Computer, 40, 71–77.CrossRefGoogle Scholar
  9. Vargo, S. L., & Lusch, R. L. (2004). Evolving to a new dominant logic for marketing. Journal of Marketing, 68, 1–17.CrossRefGoogle Scholar

Copyright information

© Academy of Marketing Science 2007

Authors and Affiliations

  1. 1.IBM Almaden Research CenterSan JoseUSA

Personalised recommendations