Social Value: A Service Science Perspective

Chapter
Part of the Translational Systems Sciences book series (TSS, volume 2)

Abstract

This chapter provides an analysis of the concept of social value from a service science perspective. Social value is a concept of great interest to governments, foundations, nonprofits, and corporate social responsibility organizations and a central focus of many policymakers. Service science is an emerging transdiscipline for the (1) study of evolving service system entities and value co-creation phenomena and (2) pedagogy for the education of twenty-first-century T-shaped service innovators from all disciplines, sectors, and cultures who may become social value generators through cross functional engagements. A bridging framework for social value (as calculated by social entities) and individual value (as calculated by individual entities) is presented along with some future research directions.

Keywords

Service science Social entities Social value Transdiscipline Value co-creation 

Notes

Acknowledgments

Discussions with many colleagues at service science-related conferences around the world as well as email and social media interactions with ISSIP.org members globally have helped shape these ideas.

References

  1. Adams J (2000) Risk. Routledge, LondonGoogle Scholar
  2. Angier N (1998) When nature discovers the same design over and over, New York Times Science section. Published: December 15, 1998. http://www.nytimes.com/1998/12/15/science/when-nature-discovers-the-same-design-over-and-over.html
  3. Arthur WB (2009) The nature of technology: what it is and how it evolves. Free Press, New YorkGoogle Scholar
  4. Auerswald PE (2012) The coming prosperity: how entrepreneurs are transforming the global economy. Oxford University Press, OxfordGoogle Scholar
  5. Bardhan I, Demirkan H, Kannan PK, Kauffman RJ, Sougstad R (2010) An interdisciplinary perspective on IT services management and services science. J Manag Inform Syst 26(4):13–65CrossRefGoogle Scholar
  6. Barile S, Polese F (2010) Smart service systems and viable service systems: applying systems theory to service science. Serv Sci 2(1–2):21–40CrossRefGoogle Scholar
  7. Boulding KE (1956) General systems theory—the skeleton of science. Manag Sci 2(3):197–208CrossRefGoogle Scholar
  8. Box GEP (1979) Robustness in the strategy of scientific model building. No. MRC-TSR-1954, Wisconsin Univ-Madison Mathematics Research CenterGoogle Scholar
  9. Chesbrough H, Spohrer J (2006) A research manifesto for services science. Comm ACM 49(7):35–40CrossRefGoogle Scholar
  10. Deacon TW (1997) The symbolic species: the co-evolution of language and brain. WW Norton & Company, New YorkGoogle Scholar
  11. Demirkan H, Spohrer JC (2010) Servitized enterprises for distributed collaborative commerce. Int J Serv Sci Manag Eng Tech 1(1):68–81CrossRefGoogle Scholar
  12. Demirkan H, Kauffman RJ, Vayghan JA, Fill H-G, Karagiannis D, Maglio PP (2009) Service-oriented technology and management: perspectives on research and practice for the coming decade. Electron Commer Res Appl J 7(4):356–376CrossRefGoogle Scholar
  13. Engelbart DC (1995) Toward augmenting the human intellect and boosting our collective IQ. Comm ACM 38(8):30–32CrossRefGoogle Scholar
  14. Ferrucci D, Brown E, Chu-Carroll J, Fan J, Gondek D, Kalyanpur AA, Lally A, Murdock JW, Nyberg E, Prager J, Schlaefer N, Welty C (2010) Building Watson: an overview of the DeepQA project. AI Mag 31(3):59–79Google Scholar
  15. Friedman D (2008) Morals and markets: an evolutionary account of modern life. Palgrave MacMillan, New YorkCrossRefGoogle Scholar
  16. Friedman D, McNeill D (2013) Morals and markets: the dangerous balance. Palgrave MacMillan, New YorkCrossRefGoogle Scholar
  17. Gorman M (2010) Trading zones and interactional expertise: creating new kinds of collaboration (Inside Technology). MIT Press: Cambridge, MAGoogle Scholar
  18. Hakansson NH, Kunkel JG, Ohlson JA (1982) Sufficient and necessary conditions for information to have social value in pure exchange. J Finance 37(5):1169–1181CrossRefGoogle Scholar
  19. Hawley AH (1986) Human ecology: a theoretical essay. University of Chicago Press, ChicagoGoogle Scholar
  20. Hirshleifer J (1971) The private and social value of information and the reward to inventive activity. Am Econ Rev 61:561–574Google Scholar
  21. Hutchins E (1995) Cognition in the wild. MIT, CambridgeGoogle Scholar
  22. IBM (2011) The invention of service science. http://www-03.ibm.com/ibm/history/ibm100/us/en/icons/servicescience/
  23. Jones BF (2005) The burden of knowledge and the ‘death of the renaissance man’: is innovation getting harder? NBER Working Paper, No. 11360. MayGoogle Scholar
  24. Kremer M (1993) Population growth and technological change: one million BC to 1990. Q J Econ 108(3):681–716CrossRefGoogle Scholar
  25. Maglio PP, Spohrer JC (2013) A service science perspective on business model innovation. Industrial Market Manag 42(5):665–670Google Scholar
  26. Maglio PP, Srinivasan S, Kreulen J, Spohrer J (2006) Service systems, service scientists, SSME, and innovation. Comm ACM 49(7):81–85CrossRefGoogle Scholar
  27. Maglio PP, Vargo SL, Caswell N, Spohrer J (2009) The service system is the basic abstraction of service science. Inform Syst E Bus Manag 7(4):395–406CrossRefGoogle Scholar
  28. Magnini VP, Ford JB, Markowski EP, Honeycutt ED Jr (2007) The service recovery paradox: justifiable theory or smoldering myth? J Serv Market 21(3):213–225CrossRefGoogle Scholar
  29. March JG, Simon HA (1958) Organizations. Wiley, New YorkGoogle Scholar
  30. Motwani J, Ptacek R, Fleming R (2012) Lean sigma methods and tools for service organizations: the story of a cruise line transformation. Business Expert Press, Burlington, VTGoogle Scholar
  31. Mulgan G (2010) Measuring social value. Stanford Soc Innov Rev 8(3):38–43. http://www.ssireview.org/articles/entry/measuring_social_value
  32. Newell A, Simon HA (1976) Computer science as empirical inquiry: symbols and search. Comm ACM 19(3):113–126CrossRefGoogle Scholar
  33. Ng ICL (2012) Value and worth: creating new markets in the digital economy. Innovorsa Press, Warwick, UKGoogle Scholar
  34. Ordanini A, Parasuraman P (2011) Service innovation viewed through a service-dominant logic lens: a conceptual framework and empirical analysis. J Serv Res 14(1):3–23CrossRefGoogle Scholar
  35. Ostrom E (2009) Understanding institutional diversity. Princeton University Press, PrincetonGoogle Scholar
  36. Ostrom AL, Bitner MJ, Brown S, Burkhard K, Goul M, Smith-Daniels V, Demirkan H, Rabinovich E (2010) Moving forward and making a difference: research priorities for the science of service. J Serv Res 13(1):4–36CrossRefGoogle Scholar
  37. Ricketts JA (2012) Reaching the goal: how managers improve a services business using Goldratt’s theory of constraints. Pearson Education, IBM Press, Upper Saddle River, NJGoogle Scholar
  38. Rust RT, Zeithaml VA, Lemon KN (2000) Driving customer equity: how customer lifetime value is reshaping corporate strategy. Free Press, New YorkGoogle Scholar
  39. Simon HA (1996) The Sciences of the Artificial. MIT, CambridgeGoogle Scholar
  40. Spohrer J (2009) Service science and systems science: perspectives on social value. Proceedings of the 5th symposium of the 21st century COE program “Creation of agent-based social systems sciences” on February 27 and 28 2009, Tokyo Institute of Technology, Tokyo, pp 9–33Google Scholar
  41. Spohrer J (2010) Whole service. http://service-science.info/archives/1056
  42. Spohrer J (2012) A new engineering-challenge discipline: rapidly rebuilding societal infrastructure. http://service-science.info/archives/2189
  43. Spohrer JJ, Demirkan H (2013) Understanding value co-creations and service innovations in time & space complexity: the abstract-entity-interaction-outcome-universals (AEIOU) theory. Unpublished Working Paper Available on RequestGoogle Scholar
  44. Spohrer JC, Giuiusa A (2012) Exploring the future of cities and universities: a tentative first step. In: Proceedings of workshop on social design: contribution of engineering to social resilience, May 12. System Innovation. University of Tokyo, TokyoGoogle Scholar
  45. Spohrer JC, Kwan SK (2009) Service Science, Management, Engineering, and Design (SSMED): an emerging discipline—outline & references. Int J Inform Syst Serv Sector (IJISSS) 1(3):1–31CrossRefGoogle Scholar
  46. Spohrer JC, Maglio PP (2010) Toward a science of service systems. In: Maglio PP, Spohrer JC (eds) Handbook of service science. Springer, New York, pp 157–194CrossRefGoogle Scholar
  47. Spohrer JC, Maglio PP, Bailey J, Gruhl D (2007) Steps toward a science of service systems. IEEE Comput 40(1):71–77CrossRefGoogle Scholar
  48. Spohrer JC, Anderson L, Pass N, Ager T (2009) Service science and S-D logic. Proceedings of the 2009 Naples forum on service, June 16–19 2009, ItalyGoogle Scholar
  49. Spohrer JC, Demirkan H, Krishna V (2011) Service and Science. In: Spohrer JC, Demirkan H, Krishna V (eds) The science of service systems. Springer, New York, pp 325–358CrossRefGoogle Scholar
  50. Spohrer JC, Piciocchi P, Bassano C (2012) Three frameworks for service research: exploring multilevel governance in nested, networked systems. Serv Sci 4(2):147–160, June 2012CrossRefGoogle Scholar
  51. Tang V (2012) Survey: service science top open questions. http://service-science.info/archives/2071
  52. Tracy S (2011) Service systems & social enterprise (MI thesis). University of Toronto. https://tspace.library.utoronto.ca/handle/1807/31608
  53. Tracy S, Lyons K (2013) Service systems and the social enterprise. Hum Factors Ergon Manuf 23:28–36. doi: 10.1002/hfm.20516 CrossRefGoogle Scholar
  54. Van Lange PAM (1999) The pursuit of joint outcomes and equality in outcomes: an integrative model of social value orientation. J Pers Soc Psychol 77:337–349CrossRefGoogle Scholar
  55. Vargo SL, Lusch RF (2004) Evolving to a new dominant logic for marketing. J Market 68(1):1–17CrossRefGoogle Scholar
  56. Vargo SL, Lusch RF (2008) Service-dominant logic: continuing the evolution. J Acad Market Sci 36(1):1–10CrossRefGoogle Scholar
  57. Whitehead AN (1911) An introduction to mathematics. Oxford UK: Oxford University PresGoogle Scholar
  58. Wright R (2000) Non-Zero: the logic of human destiny. Vintage/Random House, New YorkGoogle Scholar

Copyright information

© Springer Japan 2015

Authors and Affiliations

  1. 1.IBM Almaden Research CenterSan JoseUSA
  2. 2.University of WashingtonTacomaUSA
  3. 3.University of TorontoOntarioCanada

Personalised recommendations