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Toward a Science of Service Systems

Value and Symbols

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Handbook of Service Science

Abstract

Economics has accumulated a great body of knowledge about value. Building on economics and other disciplines, service science is an emerging transdiscipline. It is the study of value-cocreation phenomena (Spohrer & Maglio , 2010). Value cocreation occurs in the real-world ecology of diverse types of service system entities (e.g., people, families, universities, businesses, and nations). These entities use symbols to reason about the value of knowledge. Like mathematics (quantity relationship proofs) and computer science (efficient representations and algorithms), service science must ultimately embody a set of proven techniques for processing symbols, allowing us to model the world better and to take better actions. In addition, the emergence of service science promises to accelerate the creation of T-shaped Science, Technology, Engineering, and Math (STEM) professionals who are highly adaptive innovators that combine deep problem solving skills in one area with broad communication skills across many areas. This paper casts service science as a transdiscipline based on symbolic processes that adaptively compute the value of interactions among systems.

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Notes

  1. 1.

    “Development of NAICS” (http:/ /www.census.gov/epcd/www/naicsdev.htm). The North American Industrial Classification System (NAICS), which replaced Standard Industrial Classification (SIC), consists of 20 sectors of which 16 are service related (US Bureau of Census , 2007).

  2. 2.

    “Philosophical contributions from three centuries provided a set of ‘characteristics’ of services that have now been claimed to distinguish them from goods. The most famous are intangibility, heterogeneity, inseparability and perishability, now known as the IHIPs. In Scotland, Adam Smith (1723-1790) discussed perishability of services; in France, Jean-Baptiste Say (1767-1832) introduced intangibility (immateriality) and inseparability; and in England Joan Robinson (1903-1983) brought in heterogeneity. Services seem then to have been dropped from the economics agenda, but the interest was revived in management and marketing. The earliest marketing references for these characteristics appeared in the beginning of the 1960s” (Gummesson , 2007).

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    James C. Spohrer & Paul P. Maglio

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    Paul P. Maglio

  2. IBM Research - Almaden, Harry Road 650, San Jose, 95120-6099, USA

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  3. IBM Research - Almaden, Harry Road 650, San Jose, 95120-6099, California, USA

    James C. Spohrer

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Spohrer, J.C., Maglio, P.P. (2010). Toward a Science of Service Systems. In: Maglio, P., Kieliszewski, C., Spohrer, J. (eds) Handbook of Service Science. Service Science: Research and Innovations in the Service Economy. Springer, Boston, MA. https://doi.org/10.1007/978-1-4419-1628-0_9

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