Service Ecosystem Health: A Transformative Approach to Elevating Service Science

Raymond P. Fisk · Linda Alkire

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Service and Product Innovation Customer Service Quality and Loyalty Social impacts of COVID-19

Abstract

Events in the year 2020 threw human service systems into chaotic states, threatening peoples’ lives and livelihoods. Before 2020, there were many profound challenges to human life that had been well documented by efforts such as the United Nations Sustainable Development Goals. The COVID-19 pandemic seems to be a “last straw” crisis that has destabilized modern human civilization. This article diagnoses various crises of human service systems (e.g., COVID-19, inequality, and climate change) and proposes the metaphor of service ecosystem health for reimagining service science in a postpandemic world. Service ecosystem health is defined as the interdependent state of private, public, and planetary well-being necessary for sustaining life. This article reimagines service science, broadens transformative service research, builds the service ecosystem health metaphor, outlines the Goldilocks Civilization thought experiment, and explores designing for a Goldilocks civilization. Because service is for humans, the ultimate objective is to elevate service science to uplift human well-being.

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References

2003Evolving to a New Dominant Logic for Marketing 1971A Theory of Justice 2015Institutions and axioms: an extension and update of service-dominant logic 2010Moving Forward and Making a Difference: Research Priorities for the Science of Service 2015Service Research Priorities in a Rapidly Changing Context 2010It's all B2B…and beyond: Toward a systems perspective of the market 2016Service-dominant logic 2025 2007Fundamentals of service science

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