Value and systems perspectives in combining human and automated services: commentary on "seven challenges to combining human and automated service"
Value and systems perspectives in combining human and automated services: commentary on "seven challenges to combining human and automated service"
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人工与自动化服务相结合的价值与系统视角：《人工与自动化服务相结合的七大挑战》评论
DOI：
10.1002/cjas.141
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发表时间：
2010
期刊：
影响因子：
--
通讯作者：
Ng I
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文献类型：
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作者：
Ng I
上一期 CJAS 中的文章“将人力与自动化服务相结合的七大挑战”（Messinger、Li、Stroulia、Galletta、Ge 和 Choi，2009 年）是在现代经济中服务组织所需知识的基础上做出的令人钦佩的努力。从价值和系统的角度来看，我当前评论的目的是对七个挑战中的每一个提出一些思考，承认本文的组织和内容的优势，并提出其他相关问题以帮助服务组织更好地应对本文中提到的七个挑战。为了把事情放在上下文中，首先考虑“价值”的定义是有用的。对价值的传统理解是交换价值，它支撑着传统的客户-生产者关系，其中每一方都用一种价值交换另一种价值（Bagozzi，1975）。如今，对价值的讨论已经从这种理解转向使用价值的概念（Schneider & Bowen, 1995; Vargo & Lusch, 2004, 2008），由客户而不是用于转让特定商品所有权的货币来评估。正如马克思所描述的，价值是指“只有使用的价值，只有在消费过程中才实现的价值”（马克思，2001，第88页）。基于这样的欠
The article “Seven Challenges to Combining Human and Automated Service”(Messinger, Li, Stroulia, Galletta, Ge, & Choi, 2009) in the last issue of CJAS is an admirable effort to build on the knowledge required for service organizations in the modern economy. Taking a value and systems perspective, my purpose for the current commentary is to offer some reflections on each of the seven challenges, to acknowledge strengths in organization and content of this article, and also to suggest additional related issues to help service organizations better meet the seven challenges noted in this article.To put things in context, it is useful to begin by considering the definition of “value.” The traditional understanding of value is that of exchange value that underpins the traditional customer-producer relationships, where each party exchanges one kind of value for another (Bagozzi, 1975). Today, the discussion of value has veered away from this understanding to the concept of value-in-use (Schneider & Bowen, 1995; Vargo & Lusch, 2004, 2008), evaluated by the customer rather than the currency for the transfer of ownership of a particular good. As Marx described it, value refers to “value only in use, and is realized only in the process of consumption”(Marx, 2001, p. 88). Based on such an under-