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A Modeling Framework for Analyzing the Viability of Service Systems

Author

Listed:
  • Arash Golnam

    (Ecole Polytechnique Fédérale de Lausanne (EPFL), Switzerland)

  • Gil Regev

    (Ecole Polytechnique Fédérale de Lausanne (EPFL), Switzerland)

  • Alain Wegmann

    (Ecole Polytechnique Fédérale de Lausanne (EPFL), Switzerland)

Abstract

Recent research has explored the principles of service system viability based on systems inquiry invoking perspectives from Systems Theory and Cybernetics in particular Stafford Beer’s viable systems model (VSM). However based on Banathy and Jenlink (2004), Systems inquiry encompasses more than just Systems Theory and includes domains such as Systems Methodology and Systems Philosophy. Building on the extant literature, this work has the following particularities: 1) it is based on an explicit systems philosophy in which the authors explicitly define what they view as viability and, 2) it involves a systems methodological approach to either analyze the viability of a service system or to design a viable service system. This is achieved by means of applying a systems modeling technique called SEAM (Systemic Enterprise Architecture Method). SEAM rests upon systemic principles and embodies conceptualizations from VSM. The authors apply SEAM to concretely model a utility company in Geneva, Switzerland in order to gain an understanding of how a service system maintains its identity and remains viable in its environment.

Suggested Citation

  • Arash Golnam & Gil Regev & Alain Wegmann, 2011. "A Modeling Framework for Analyzing the Viability of Service Systems," International Journal of Service Science, Management, Engineering, and Technology (IJSSMET), IGI Global, vol. 2(3), pages 51-64, July.
    • Handle: RePEc:igg:jssmet:v:2:y:2011:i:3:p:51-64
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    Cited by:

    1. Barile, Sergio & Pels, Jaqueline & Polese, Francesco & Saviano, Marialuisa, 2012. "An introduction to the viable systems approach and its contribution to marketing," jbm - Journal of Business Market Management, Free University Berlin, Marketing Department, vol. 5(2), pages 54-78.
    2. Barile, Sergio & Montella, Massimo & Saviano, Marialuisa, 2012. "A service-based systems view of cultural heritage," jbm - Journal of Business Market Management, Free University Berlin, Marketing Department, vol. 5(2), pages 106-136.
    3. Armando Masucci & Antonietta Megaro, 2023. "Reflections on Health Management from a Systems Perspective: A Reinterpretation of the Italian National Health System," International Journal of Business and Management, Canadian Center of Science and Education, vol. 16(5), pages 1-79, February.

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