Co-creation of Value in IT Service Processes Using Semantic MediaWiki

Abstract: Enterprises are substituting their own IT-Systems by services provided by external providers. This provisioning of services may be done in an industrialized way, separating the service provider from the consumer. However, using industrialized services diminishes the capability to differentiate from competitors. To counter this, collaborative service processes based on the co-creation of value between service providers and prosumers are of huge importance. The approach presented shows how the co-creation of value in IT-service processes can profit from social software, using the example of the Semantic MediaWiki

Towards a service system ontology for service science

Service Science is a new interdisciplinary approach to the study, design, implementation, and innovation of service systems. However due to the variety in service research, there is no consensus yet about the theoretical foundation of this domain. In this paper we clarify the service systems worldview proposed by Service Science researchers Spohrer and Kwan by investigating its foundational concepts from the perspective of established service theories and frameworks. By mapping the proposed service system concepts on the selected service theories and frameworks, we investigate their theoretical foundations, examine their proposed definitions and possible conflicting interpretations, discover their likely relationships and general structure, and identify a number of issues that need further discussion and elaboration. This analysis is visualised in a multi-view conceptual model (in the form of a UML class diagram) which we regard as a first step towards an explicitly and formally defined service system ontology

On Viable Service Systems: Developing a Modeling Framework for Analysis of Viability in Service Systems

This paper explores the contribution of systems modeling to the design and analysis of viability in service systems. We apply a modeling framework called SEAM (Systemic Enterprise Architecture Method) to gain an understanding of how a service system maintains its identity and remains viable in its environment. SEAM embodies theoretical insights from systems science and organizational cybernetics, in particular the viable system model of Stafford Beer. We illustrate the applicability of the framework by modeling the design of viability in a service system

An Interdisciplinary Perspective on Education Service Systems

Part 3: Finance and Service ScienceInternational audienceThe increased complexity in education systems has given rise to a number of intersecting trends and calling for a discipline to integrate across academic silos. As the concept of service innovation advances more rapidly into education services; industry, government, and academy are awakened to the concept of embedding services innovation. This theoretical paper offers an integrated framework for education systems (IFES) covering two intersecting dimensions where service innovation and service science can take place. As an effort to contribute in the area of service innovation and service sciences, an interdisciplinary approach is applied, interconnecting an array of competences across the different stakeholders. It is hypothesized that to increase productivity in education industries, interconnecting knowledge and resources from diverse areas and across different stakeholders through the co-lineation of four dimensions: (1) information, communications and technology; (2) skills and tools; (3) people and attitudes; (4) systems, processes and management; are essential to creating service innovation. This paper contributes a perspective of interconnectivity balanced with harmony that are crucial for effective productivity and service innovation by adopting a service science approach

Towards a Process Model for Service Systems

Service Science is a new interdisciplinary approach to the study, design, implementation. and innovation of service systems. However due to the variety in service research, there is no consensus yet about the theoretical foundation of this domain. As a basis for a common understanding of service systems and their interactions, Service Science researchers Spohrer and Kwan proposed the service systems worldview. The ISPAR model was presented as a part of this service systems worldview as a tool for identifying ten possible interaction episodes, i.e., the sequences of activities that are undertaken by two interacting service system entities. In this paper we evaluate the use of the ISPAR model as a process model for service systems. We identify the shortcomings of the ISPAR model and propose possible improvements. This analysis leads to the development of a new service process model which is demonstrated through tree different examples

Designing Value-Oriented Service Systems by Value Map

In this paper, we introduce a problem structuring method (PSM) called “Value Map”. Value Map is an extension to the Supplier Adopter Relationship Diagram in the Systemic Enterprise Architecture Method (SEAM). Value Map assists in understanding, analysis and design of value creation and capture in service systems. We illustrate the applicability of the Value Map by modeling value creation and capture in the service system of a social networking company called Webdoc. To validate the usefulness of the Value Map, we conducted an empirical study in which we also compared the Value Map to Business Model Canvas, one of the most established methods in business model design. The results of the study show that the Value Map helps business practitioners in understanding and analyzing customer value, customer value creation, and the value capture processes. We conducted an empirical study in which we assessed the usefulness of Value Map and compared it with Business Model Canvas, one of the most established methods in business model design. The results of the study show that the Value Map helps business practitioners to understand and analyze customer value, customer value creation, and the value capture processes

Digital Drugs: an anatomy of new medicines

Medicines are digitalized as aspects of their regulation and use are embodied in or draw from interlinked computerized systems and databases. This paper considers how this development changes the delivery of health care, the pharma industry, and regulatory and professional structures, as it reconfigures the material character of drugs themselves. It draws on the concept of assemblage in presenting a theory-based analysis that explores digital drugs’ ontological status including how they embody benefit and value. The paper addresses three interconnected domains – that of use of drugs (practice), of research (epistemology) and of regulation (structures)

Driven to excess? Linking calling, character and the (mis)behaviour of marketers

We are presently at a point of unique circumstantial convergence where recession, an increased emphasis on business ethics, and marketer’s reluctance to accept shifting social agendas have combined to identify the need for a new approach to marketing. Using concepts from the human resources, marketing and psychology literatures, and especially Erich Fromm’s ideas concerning economic character, this paper posits that marketers – as a professional community – are driven to promote consumerist outcomes; victims of an automaton amalgam of calling and character. The analysis suggests the vulnerability of both marketer and consumer are mutually reinforcing and that we need, somehow, to break this damaging cycle of dependence. We know little, however, about how marketers think and feel about their discipline, so this paper also promotes an agenda for marketer behaviour research, as a countervailing balance to a currently disproportionate focus on the consumer