Editorial-Smart Service Systems, Human-Centered Service Systems, and the Mission of Service Science
Editorial-Smart Service Systems, Human-Centered Service Systems, and the Mission of Service Science
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编辑智能服务系统、以人为本的服务系统和服务科学的使命
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发表时间：
2015
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通讯作者：
P. Maglio
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作者：
P. Maglio
在《服务科学》3月刊的一篇社论中，Alexandra Medina-Borja描述了智能服务系统领域的潜在研究机会，主要集中在复杂服务系统的自动化和决策支持（Medina-Borja 2015）。她认为，未来的服务创新将在很大程度上取决于对数据和技术的有效理解和利用，从而将服务系统转变为智能服务系统，用信息取代交互和人的能力（另见Glushko和Nomorosa， 2013），模糊物理对象与对象可以提供的服务之间的界限（另见Normann， 2001），从而产生新的市场和颠覆性的商业模式（另见Ng， 2014）。捕获和使用服务系统中的数据和技术来创建智能服务系统需要感知人类行为，分析数据以开发人类行为模型或人类技能模型，并应用这些模型来支持或自动化服务系统的操作。在《服务科学》3月刊上的一篇评论中，Steve Kwan、Jim Spohrer和我描述了我们去年组织的一个关于未来服务研究议程的研讨会的一些成果，该研讨会主要关注复杂服务系统的以人为本（Maglio et al. 2015）。我们认为，服务领域的创新与其他领域的创新不同，因为服务必然涉及人与技术之间的协调行动，创造以人为中心的服务系统，抵制传统的优化和自动化。这两篇文章同时出现并非偶然，因为它们都概述了服务科学和工程研究的一致方向和机会。我认为，这两件作品合在一起，表明了跨学科、新理论和新方法的必要性。服务取决于人、人的行为、人的认知、人的情感和人的需要。服务系统正变得越来越大，包括全球企业、全球行业和全球政府。数据正变得越来越大，以几乎难以想象的规模捕捉人类行为和经济交易。技术（特别是计算技术）正变得越来越强大，例如，能够有效地使用数据来支持和自动化服务交互和服务操作。最后，服务是人们一起工作，用技术创造共同的价值。创造的价值越多，服务就越好。然而，价值是一个不稳定的东西，取决于人类的判断和其他上千个因素。基本的科学和工程问题在于人与技术的交叉点，即如何创建和运营以人为中心和技术为依托的大规模服务系统，在这个系统中，人和技术作为团队一起工作，为所有参与者创造价值。
In an editorial that appeared in the March issue of Service Science, Alexandra Medina-Borja described potential research opportunities in the area of smart service systems, which focused mainly on automation and decision-support for complex service systems (Medina-Borja 2015). She argued that future service innovation will depend largely on effective understanding and use of data and technology to transform service systems into smart service systems, substituting information for interaction and human capabilities (see also Glushko and Nomorosa 2013), and blurring the boundaries between physical objects and the services that objects can provide (see also Normann 2001), resulting in new markets and disruptive business models (see also Ng 2014). Capturing and using data and technology in service systems to create smart service systems requires sensing human behavior, analyzing data to develop models of human behavior or models of human skill, and applying the models to support or automate the actions of service systems. In a commentary that also appeared in the March issue of Service Science, Steve Kwan, Jim Spohrer and I described some of the outcomes of a workshop we organized last year on a future research agenda for service, which focused mainly on the human-centered-ness of complex service systems (Maglio et al. 2015). We argued that innovation in service does not lie on the same trajectory as innovation in other sectors because service necessarily involves coordinated action among people and technologies, creating human-centered service systems that resist traditional optimization and automation. It was no accident that these two pieces appeared together, as both outlined consistent directions and opportunities for scientific and engineering research in service. I think that, taken together, these two pieces demonstrate the need for interdisciplinarity, for new theories and new methods. Service depends on people, human behavior, human cognition, human emotions, and human needs. Service systems are getting larger and larger, incorporating global enterprises, global industries, and world governments. Data is getting bigger and bigger, capturing both human actions and economic transactions on an almost unimaginable scale. Technology (and computational technology in particular) is getting more and more powerful, for instance, enabling the effective use of data to support and automate service interactions and service operations. In the end, service is about people working together and with technology to create mutual value. The more value created, the better the service. And yet value is a slippery thing, depending on human judgment and a thousand other factors. The fundamental scientific and engineering problems lie at the intersection of people and technology, how to create and operate large-scale service systems that are human-centered and technology-enabled, in which people and technology work as teams to create value for all involved.