The Science of Service Systems
The Science of Service Systems
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DOI：
10.1007/978-1-4419-8270-4
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发表时间：
2011-04
期刊：
影响因子：
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通讯作者：
H. Demirkan;J. Spohrer;Vikas Krishna
中科院分区：
文献类型：
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作者：
H. Demirkan;J. Spohrer;Vikas Krishna
本章的目的是确定服务系统的关键维度，并描述它们在价值共创过程中如何相互作用。分析中确定的四个关键维度是： 客户；人员（包括员工和其他利益相关者）；信息;和技术。本章还将服务系统中的价值创造过程描述为由三个相关阶段组成：价值主张；验收;和履行。本章的主要结论是，四个关键维度在关系网络的所有三个阶段相互作用，通过资源整合共同创造价值。具体来说，关键维度之间的相互作用形成了两种网络：（i）社交网络； (ii) 技术网络。这些网络是旨在增加利益相关者价值的更大价值创造网络的基础。结论对管理者具有实际意义，对研究人员具有理论意义。
The aim of this chapter is to identify the key dimensions of service systems and to describe how they interact in the process of value co-creation. The four key dimensions identified in the analysis are: customers; people (including employees and other stakeholders); information; and technology. The chapter also characterises the value-creation process in service systems as consisting of three related stages: value proposition; acceptance; and fulfilment. The main conclusion of the chapter is that the four key dimensions interact at all three stages in a network of relationships that co-create value through the integration of resources. In details, the interactions between the key dimensions shape two kinds of nets: (i) a social network; (ii) a technological network. These nets are the basis for a greater value-creating network aimed at increasing stakeholder value. Conclusions have practical implications for managers and theoretical implications for researchers.