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Metamodel for Service Analysis and Design Based on an Operational View of Service and Service Systems

Author

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  • Steven Alter

    (University of San Francisco, San Francisco, California 94117)

Abstract

This paper presents a metamodel that addresses service system analysis and design based on an operational view of service that traverses and integrates three essential layers: service activities, service systems, and value constellations. The metamodel's service-in-operation perspective and underlying premises diverge from a view of service systems as systems of economic exchange that has appeared a number of times in the journal Service Science . In addition to the metamodel itself, this paper's contributions include an explanation of eight premises on which it is based plus clarifications concerning concepts such as service, service system, customer, product/service, coproduction and cocreation of value, actor role, resources, symmetrical treatment of automated and nonautomated service systems, and the relationship between service-dominant logic and service systems. Many articles have discussed these topics individually; few, if any, have tied them together using an integrated metamodel.

Suggested Citation

  • Steven Alter, 2012. "Metamodel for Service Analysis and Design Based on an Operational View of Service and Service Systems," Service Science, INFORMS, vol. 4(3), pages 218-235, September.
    • Handle: RePEc:inm:orserv:v:4:y:2012:i:3:p:218-235
    DOI: 10.1287/serv.1120.0020
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