On integration and adaptation in complex service systems

Area of Science:

• Systems Engineering
• Service Science
• Information and Communication Technologies

Background:

• The services sector is a major employer in industrialized nations, heavily reliant on information and communication technologies.
• Services differ from goods, emphasizing mass customization and knowledge-intensive co-production of value.
• Efficient service systems, like manufacturing systems, require integration across multiple dimensions.

Purpose of the Study:

• To highlight the complexity of service systems, particularly human-centered aspects.
• To advocate for a shift towards a systems engineering approach for services.
• To propose a transdisciplinary ontology for integrating diverse scientific disciplines.

Main Methods:

• Analysis of service system characteristics, including integration and adaptation.
• Comparison of service systems with manufacturing systems.
• Literature review on existing approaches to service science.

Main Results:

• Service systems are complex, with integration and adaptation being key to managing them.
• Current focus on a distinct 'science of services' is misplaced.
• A systems engineering approach, integrating multiple disciplines, is essential.

Conclusions:

• A transdisciplinary approach is necessary for advancing service systems.
• Developing a services-related ontology will facilitate disciplinary integration.
• Systems engineering offers a robust framework for addressing service system complexities.