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Understanding complex service systems through different lenses: An overview

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  • Briscoe, Gerard
  • Keränen, Krista
  • Parry, Glenn

Abstract

The 2011 Grand Challenge in Service conference aimed to explore, analyse and evaluate complex service systems. A case scenario, improving the perception of safety in the London Borough of Sutton, provided a common context to link participant contributions. The key themes that emerged included value co-creation, systems and networks, technology, and complexity. Contributions on value co-creation were based mainly on empirical research and provided a variety of insights, including the importance of a better understanding of collaboration within value co-creation. Contributions on the systems perspective included efforts to understand the implications of the interactions within service systems, as well as their interactions with social systems. Contributions within the technological sphere were focused on the creation of new value constellations and demand fulfilment through hybrid offerings of physical assets, information and people. Contributions on complexity focused on the challenges in understanding, managing and analysing these complex service systems. The theoretical and applied contributions all demonstrated the importance of better understanding service for the future.

Suggested Citation

  • Briscoe, Gerard & Keränen, Krista & Parry, Glenn, 2012. "Understanding complex service systems through different lenses: An overview," European Management Journal, Elsevier, vol. 30(5), pages 418-426.
    • Handle: RePEc:eee:eurman:v:30:y:2012:i:5:p:418-426
    DOI: 10.1016/j.emj.2012.06.004
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    References listed on IDEAS

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    1. Andreu, Luisa & Ng, Irene & Maull, Roger & Shadbolt, Warren, 2012. "Reducing the fear of crime in a community as a complex service system: The case of London Borough of Sutton," European Management Journal, Elsevier, vol. 30(5), pages 410-417.
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    Cited by:

    1. Francesco Polese & Sergio Barile & Francesco Caputo & Luca Carrubbo & Leonard Waletzky, 2018. "Determinants for Value Cocreation and Collaborative Paths in Complex Service Systems: A Focus on (Smart) Cities," Service Science, INFORMS, vol. 10(4), pages 397-407, December.
    2. Loureiro, Sandra Maria Correia & Romero, Jaime & Bilro, Ricardo Godinho, 2020. "Stakeholder engagement in co-creation processes for innovation: A systematic literature review and case study," Journal of Business Research, Elsevier, vol. 119(C), pages 388-409.
    3. Braun, Corina & Hadwich, Karsten, 2016. "Complexity of internal services: Scale development and validation," Journal of Business Research, Elsevier, vol. 69(9), pages 3508-3522.
    4. Juite Wang & Jung-Yu Lai & Li-Chun Hsiao, 2015. "Value network analysis for complex service systems: a case study on Taiwan’s mobile application services," Service Business, Springer;Pan-Pacific Business Association, vol. 9(3), pages 381-407, September.
    5. Michael Blaschke & Uwe Riss & Kazem Haki & Stephan Aier, 2019. "Design principles for digital value co-creation networks: a service-dominant logic perspective," Electronic Markets, Springer;IIM University of St. Gallen, vol. 29(3), pages 443-472, September.

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