Advertisement

A Hypergraph-Based Modeling Approach for Service Systems

  • Mahei Manhai Li
  • Christoph Peters
  • Jan Marco Leimeister
Conference paper
Part of the Springer Proceedings in Business and Economics book series (SPBE)

Abstract

Currently, research on service science has emerged as its own discipline, where service systems are its basic unit of analysis. However, without a clearly defined modeling approach for service systems, analyzing a service system is challenging. We therefore propose a conceptual hypergraph-based modeling approach, which can be used to model services for both traditional goods-dominant businesses, as well as service-businesses. We define key elements of a service system, while drawing upon hypergraph theory and present three modeling properties which are required to model a service systems graph (SSG). The focus of SSGs is to describe the relationships between the various resources, actors and activities, thus configuring a service system. It provides the foundation for computer graphic simulations and database applications of service business structure for future research.

Keywords

Service systems Service system graphs Modeling Service modeling Service system modeling Service systems engineering Hypergraph 

References

  1. 1.
    Alter S. Service system axioms that accept positive and negative outcomes and impacts of service systems. Int Conf Inf Syst. 2017;38:1–21.Google Scholar
  2. 2.
    Baget J-F. Simple conceptual graphs revisited: hypergraphs and conjunctive types for efficient projection algorithms. Int Conf on Concept Struct. 2003;2746:229–42.Google Scholar
  3. 3.
    Berge C (ed). Hypergraph: combinatorics of finite sets. Elsevier; 1989.Google Scholar
  4. 4.
    von Bertalanffy L. The history and status of general systems theory. Acad Manag J. 1972;15(4):407–26.Google Scholar
  5. 5.
    Beverungen D, Lüttenberg H, Wolf V. Recombinant service systems engineering. Bus Inf Syst Eng. 2018;21(1):50.Google Scholar
  6. 6.
    Bitner MJ, Ostrom AL, Morgan FN. Service blueprinting: a practical technique for service innovation. Calif Manag Rev. 2007.Google Scholar
  7. 7.
    Böhmann T, Leimeister JM, Möslein K. Service systems engineering. Bus Inf Syst Eng. 2014;6(2):73–9.CrossRefGoogle Scholar
  8. 8.
    Breidbach CF, Maglio PP. A service science perspective on the role of ICT in service innovation. In: European conference on information systems (ECIS), AIS Electronic Library; 2015. http://aisel.aisnet.org/ecis2015_rip/33.
  9. 9.
    Breidbach CF, Maglio PP. Technology-enabled value co-creation: an empirical analysis of actors, resources, and practices. Ind Mark Manag. 2016;56:73–85.CrossRefGoogle Scholar
  10. 10.
    Bretto A. Hypergraph theory. Heidelberg: Springer International Publishing; 2013.CrossRefGoogle Scholar
  11. 11.
    Chandler JD, Lusch RF. Service systems: a broadened framework and research agenda on value propositions, engagement, and service experience. J Serv Res. 2015;18(1):6–22.CrossRefGoogle Scholar
  12. 12.
    Frost R, Lyons K. Service systems analysis methods and components: a systematic literature review. Serv Sci. 2017;9(3):219–34.CrossRefGoogle Scholar
  13. 13.
    Gallo G, Scutellà MG. Directed hypergraphs as a modelling paradigm. Decis Econ Finan. 1998;21(1–2):97–123.CrossRefGoogle Scholar
  14. 14.
    Hegge HMH, Wortmann JC. Generic bill-of-material: a new product model. Int J Prod Econ. 1991;23(1–3):117–28.CrossRefGoogle Scholar
  15. 15.
    Hill TP. On goods and services. Rev Income Wealth. 1977;23(4):315–38.CrossRefGoogle Scholar
  16. 16.
    Lightfoot H, Baines T, Smart P. The servitization of manufacturing: a systematic literature review of interdependent trends. Int J Oper Prod Manag. 2013;33(11/12):1408–34.CrossRefGoogle Scholar
  17. 17.
    Leimeister JM. Dienstleistungsengineering und -management. Berlin, Heidelberg: Springer; 2012.CrossRefGoogle Scholar
  18. 18.
    Li MM, Peters C, Leimeister JM. Designing a peerbased support system to support shakedown. In: International conference on information systems (ICIS). South Korea: Seoul; 2017.Google Scholar
  19. 19.
    Lim C-H, Kim K-J. Information service blueprint: a service blueprinting framework for information-intensive services. Serv Sci. 2014;6(4):296–312.CrossRefGoogle Scholar
  20. 20.
    Lusch RF, Nambisan S. Service innovation: a service-dominant logic perspective. Manag Inf Syst Q. 2015;39:155–75.CrossRefGoogle Scholar
  21. 21.
    Maglio PP, Kieliszewski CA, Spohrer JC, editors. Handbook of service science. Boston, MA, US: Springer; 2010.Google Scholar
  22. 22.
    Maglio PP, Spohrer J. Fundamentals of service science. J Acad Mark Sci. 2008;36(1):18–20.CrossRefGoogle Scholar
  23. 23.
    Maglio PP, Spohrer J. A service science perspective on business model innovation. Ind Mark Manag. 2013;42(5):665–70.CrossRefGoogle Scholar
  24. 24.
    Maglio PP, Srinivasan S, Kreulen JT, Spohrer J. Service systems, service scientists, SSME, and innovation. Commun ACM. 2006;49(7):81.CrossRefGoogle Scholar
  25. 25.
    Markus ML. Technochange management: using IT to drive organizational change. J. Inf. Technol. 2004;19(1):4–20.CrossRefGoogle Scholar
  26. 26.
    Patricio L, Fisk RP, Falcão e Cunha J, Constantine L. Multilevel service design: from customer value constellation to service experience blueprinting. J Serv Res. 2011;14(2):180–200.CrossRefGoogle Scholar
  27. 27.
    Spohrer J, Maglio PP, Bailey J, Gruhl D. Steps toward a science of service systems. Computer. 2007;40(1):71–7.CrossRefGoogle Scholar
  28. 28.
    van Eck P, Gordijn J, Wieringa R, editors. Value-based service modeling and design: toward a unified view of services. 21st ed. Berlin: Springer; 2009.Google Scholar
  29. 29.
    Vargo SL, Akaka MA. Value cocreation and service systems (re)formation: a service ecosystems view. Serv Sci. 2012;4(3):207–17.CrossRefGoogle Scholar
  30. 30.
    Vargo SL, Lusch RF. Service-dominant logic: continuing the evolution. J Acad Mark Sci. 2008;36(1):1–10.CrossRefGoogle Scholar

Copyright information

© Springer Nature Switzerland AG 2019

Authors and Affiliations

  • Mahei Manhai Li
    • 1
  • Christoph Peters
    • 1
    • 2
  • Jan Marco Leimeister
    • 1
    • 2
  1. 1.Information Systems, Research Centre for IS Design (ITeG)University of KasselKasselGermany
  2. 2.Institute for Information Management, University of St.GallenSt. GallenSwitzerland

Personalised recommendations