Viable service systems and decision making in service management

Ralph D. Badinelli · Sergio Barile · Irene C. L. Ng · Francesco Polese · Marialuisa Saviano · Primiano Di Nauta

124 citations0/0 files storedJournal of service management

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Complex Systems and Decision Making Service and Product Innovation Systems Engineering Methodologies and Applications

Abstract

Purpose The purpose of this paper is to highlight how systems thinking contributes to decision making in uncertain contexts that are characteristic of service systems. Based on the assumption that service systems face complex conditions, the paper posits that systems thinking may support the understanding of key issues in service management. Design/methodology/approach This paper proposes an interpretation of complexity in the context of service systems, which highlights the perspective change that occurs when a systems approach is adopted. The offered conceptual perspective is then brought to an operational level, in spite of the complexity of the decisions driving a viable system, by modelling a service system as a network of agents, resources, processes and decisions through the use of fuzzy logic. The paper reviews service management research streams, and takes a deeper look at the concepts of service systems and complex service systems. The paper then proceeds to discuss how systems thinking contributes to service management by proposing a systems interpretation of complexity. Findings Service management theories and models may be enhanced by integrating prevailing approaches, based on a quantitative and mechanistic view of service systems dynamics, with systems thinking‐based meta‐models that can be used in better understanding service exchanges. The findings of the paper also show how the integration of an engineering approach can be insightful to the understanding of service systems; adopting a Viable Systems Approach (VSA) as a meta‐model can be useful in fully comprehending market behaviour in uncertain conditions. Originality/value The originality of this paper lies in exploring the contribution of systems thinking, in particular of the Viable Systems Approach (VSA), to service management and decision making.

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References

2000Business Dynamics: Systems Thinking and Modeling for a Complex World 2007Service-dominant logic: continuing the evolution 2005Bad Management Theories Are Destroying Good Management Practices 2007Managing the co-creation of value 1993A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions 2004Co‐creating unique value with customers 2000Service Management and Marketing: A Customer Relationship Management Approach 2010It's all B2B…and beyond: Toward a systems perspective of the market

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