Riassunto
La crescita dell’economia globale dei servizi ha portato ad un drastico aumento delle nostre interazioni quotidiane con sistemi di servizi altamente specializzati. Le interazioni di servizio (oppure di co-creazione di valore) sono frequenti e diverse e possono dar luogo ad interazioni specializzate a livello governativo, legale, educativo, sanitario, finanziario, professionale, di retail & ospitalità, con media & entertainment, di tipo turistico e sportivo, edile, per servizi on-line & communications, per servizi elettrici, di supporto tecnico, acqua & utilities, per trasporti e molti altri. E sorprendentemente sono ancora pochi gli studenti uscenti dalle universitàa che hanno studiato qualcosa sui servizi o sui sistemi di servizi. La Service Science, Management, Engineering, and Design (SSMED), o brevemente Scienza dei Servizi, è una disciplina emergente che si propone di comprendere il Servizio e di innovare i Sistemi di Servizi. Questo capitolo ne traccia un profilo e fornisce un’ampia, seppur ancora preliminare, letteratura di riferimento con l’obiettivo di stimolare un dibattito circa la natura interdisciplinare della SSMED. Integrare diverse discipline per creare una nuova ed unica Scienza dei Servizi rimane una sfida difficile.
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Spohrer, J.C., Kwan, S.K. (2011). Service Science, Management, Engineering, and Design (SSMED): una disciplina emergente Profilo e riferimenti. In: Nuovi modelli di business e creazione di valore: la Scienza dei Servizi. Sxi — Springer per l’Innovazione / Sxi — Springer for Innovation. Springer, Milano. https://doi.org/10.1007/978-88-470-1845-7_2
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