IDEAS home Printed from https://ideas.repec.org/a/inm/orserv/v2y2010i1-2p92-101.html
   My bibliography  Save this article

Service Systems and Requisite Variety

Author

Listed:
  • Phil Godsiff

    (Institute for Service Research, Exeter University Business School, UK)

Abstract

Purpose: This conceptual paper will explore the application of an aspect of systems theory, the Law of Requisite Variety (LRV) to service organisations. Design/methodology/approach: The notion of a system has a strong history in management; in searching for theory to provide substance to service systems research the concept can provide valuable insights. Systems theory and thinking is the study of complex adaptive wholes; the focus is on the whole rather than the parts. The LRV, introduced by Ashby, concerns the behaviour of systems. The LRV states that the organisation must be able to deal with the variety introduced by the external environment, in order to remain viable. Understanding the nature of customer variety and how to deal with it is important for service organisations since variety provides both a challenge and an opportunity. This paper seeks to explore and operationalise variety in a service context. Findings: A new service systems model is proposed building on the LRV, systems concepts and on current developments in service classification. Originality/value: To further the use of systems thinking in service science and to explore how the LRV could be applied in this context. [ Service Science , ISSN 2164-3962 (print), ISSN 2164-3970 (online), was published by Services Science Global (SSG) from 2009 to 2011 as issues under ISBN 978-1-4276-2090-3.]

Suggested Citation

  • Phil Godsiff, 2010. "Service Systems and Requisite Variety," Service Science, INFORMS, vol. 2(1-2), pages 92-101, June.
    • Handle: RePEc:inm:orserv:v:2:y:2010:i:1-2:p:92-101
    DOI: 10.1287/serv.2.1_2.92
    as

    Download full text from publisher

    File URL: http://dx.doi.org/10.1287/serv.2.1_2.92
    Download Restriction: no
    File URL: https://libkey.io/10.1287/serv.2.1_2.92?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:inm:orserv:v:2:y:2010:i:1-2:p:92-101. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Chris Asher (email available below). General contact details of provider: https://edirc.repec.org/data/inforea.html .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.