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Service Systems Analysis Methods and Components: A Systematic Literature Review

Author

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  • Robert Frost

    (Faculty of Information, University of Toronto, Toronto, Ontario M5S 1G6, Canada)

  • Kelly Lyons

    (Faculty of Information, University of Toronto, Toronto, Ontario M5S 1G6, Canada)

Abstract

The service system has been proposed as the basic abstraction of service science and, as a result, there has been much interest in the study and analysis of service systems in recent years. This paper presents the results of a systematic literature review of recent literature on service systems through which we characterize recent changes in direction and focus in service system research and identify new emphases and areas of focus. We discuss three approaches to service system analysis: descriptive, prescriptive, and evaluative. We also discuss new research focused on studying the components of service systems. Based on research gaps observed in our review, we identify eight specific opportunities and three broad directions for future research: (1) refocusing attention on a greater diversity of research designs and analytical approaches, (2) leveraging new perspectives to perform more ontological work on system components, and (3) fostering a better understanding of the role of innovation. We present a framework of our key findings, depicting the overarching logic linking research questions, opportunities, and directions.

Suggested Citation

  • Robert Frost & Kelly Lyons, 2017. "Service Systems Analysis Methods and Components: A Systematic Literature Review," Service Science, INFORMS, vol. 9(3), pages 219-234, September.
    • Handle: RePEc:inm:orserv:v:9:y:2017:i:3:p:219-234
    DOI: 10.1287/serv.2017.0180
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    References listed on IDEAS

    as
    1. Calabrese, Armando, 2012. "Service productivity and service quality: A necessary trade-off?," International Journal of Production Economics, Elsevier, vol. 135(2), pages 800-812.
    2. Karpen, Ingo O. & Bove, Liliana L. & Lukas, Bryan A. & Zyphur, Michael J., 2015. "Service-Dominant Orientation: Measurement and Impact on Performance Outcomes," Journal of Retailing, Elsevier, vol. 91(1), pages 89-108.
    3. Juite Wang & Jung-Yu Lai & Li-Chun Hsiao, 2015. "Value network analysis for complex service systems: a case study on Taiwan’s mobile application services," Service Business, Springer;Pan-Pacific Business Association, vol. 9(3), pages 381-407, September.
    4. Chae, Bongsug (Kevin), 2012. "An evolutionary framework for service innovation: Insights of complexity theory for service science," International Journal of Production Economics, Elsevier, vol. 135(2), pages 813-822.
    5. Kieliszewski, Cheryl A. & Maglio, Paul P. & Cefkin, Melissa, 2012. "On modeling value constellations to understand complex service system interactions," European Management Journal, Elsevier, vol. 30(5), pages 438-450.
    6. João Pombinho & David Aveiro & José Tribolet, 2015. "Value-Oriented Specification of Service Systems: Modeling the Contribution Perspective of Enterprise Networks," International Journal of Information Systems in the Service Sector (IJISSS), IGI Global, vol. 7(1), pages 60-81, January.
    7. Stephen L. Vargo & Robert F. Lusch, 2016. "Institutions and axioms: an extension and update of service-dominant logic," Journal of the Academy of Marketing Science, Springer, vol. 44(1), pages 5-23, January.
    8. Faridah Djellal & Faïz Gallouj, 2013. "The productivity challenge in services: measurement and strategic perspectives," The Service Industries Journal, Taylor & Francis Journals, vol. 33(3-4), pages 282-299, February.
    9. Fariborz Damanpour & Richard M. Walker & Claudia N. Avellaneda, 2009. "Combinative Effects of Innovation Types and Organizational Performance: A Longitudinal Study of Service Organizations," Journal of Management Studies, Wiley Blackwell, vol. 46(4), pages 650-675, June.
    10. Jim Spohrer & Stephen K. Kwan, 2009. "Service Science, Management, Engineering, and Design (SSMED): An Emerging Discipline - Outline & References," International Journal of Information Systems in the Service Sector (IJISSS), IGI Global, vol. 1(3), pages 1-31, July.
    11. Eaton, Ben & Elaluf-Calderwood, Silvia & Sorensen, Carsten & Yoo, Youngjin, 2015. "Distributed tuning of boundary resources: the case of Apple's iOS service system," LSE Research Online Documents on Economics 63272, London School of Economics and Political Science, LSE Library.
    12. Kowalczyk, Martin & Buxmann, Peter & Besier, Jörg, 2013. "Investigating Business Intelligence and Analytics from a Decision Process Perspective: A Structured Literature Review," Publications of Darmstadt Technical University, Institute for Business Studies (BWL) 62115, Darmstadt Technical University, Department of Business Administration, Economics and Law, Institute for Business Studies (BWL).
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    Cited by:

    1. Chiehyeon Lim & Paul P. Maglio, 2018. "Data-Driven Understanding of Smart Service Systems Through Text Mining," Service Science, INFORMS, vol. 10(2), pages 154-180, June.

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