Examples of Smart Service Systems: Towards a Taxonomy

Smart service systems are proliferating in business and society.

Recently, I invited about 70 researchers with publications (see http://service-science.info/archives/3166) related to service science, management, engineering, design, arts, public policy,  etc. to share their perspectives and examples of smart service systems on the new LinkedIn Group (see http://service-science.info/archives/3121) started by NSF (National Science Foundations of the US).

I asked each of them to consider contributing an example of a smart service system of their choice, ideally one that exists in the literature or press publications.

So here is my version of the above request – with general framing, examples of smart service systems, and references to the literature:

First, what types of entities organize service systems?

Service systems are organized by entities that can be small or large, local or global, but all service systems begin with an entity capable of provisioning service offerings to others.

Global business social media platforms, like Facebook, Twitter, and LinkedIn, are exemplars of service systems organized by business entities.  These business entities offer customers a service system platform that allows customers or members of the communities to post content for sharing with others.

Other business entities, including banks, insurance companies, IT and business process outsourcing companies, hotels, restaurants, provide service offerings to customers.   Even manufacturers and agricultural conglomerates offer upstream and downstream service offerings to their customers (e.g., from financing to maintenance, from provenancing to recycling).

Besides businesses, government and societal entities provision service offerings for their citizens and beneficiaries.

For example, Rio De Janeiro’s Smarter Cities Intelligent Operations Center is an example of a candidate smart service system for smarter urban service and operations (Naphade et al, 2011).

Even buildings as service systems are getting smarter with better air quality for inhabitants, better energy efficiency, better earthquake safety, and better faster construction mechanisms that are continuously improved  (Kibert 2012).

A taxonomy of smart service systems, like a taxonomy of service systems, must begin with an organizing framework for business and societal entities that provision service to customers and citizens, as well as other beneficiaries and stakeholders.

And remember,  wherever there is an instance of “service failure,” there is also the possibility of smarter service systems that avoid or mitigate service failures.

For citations see:

Service Science Researchers and Smart Service Systems: http://service-science.info/archives/3166

For additional references see:

The Well-Read Service Scientist: http://service-science.info/archives/2708

Service-related HBR Articleshttp://service-science.info/archives/2210

Early SSMED Reading Listhttp://www.cob.sjsu.edu/ssme/refmenu.asp

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