Proceedings of the 41st Annual Hawaii International Conference on System Sciences (HICSS 2008) (2008)
Waikoloa, Big Island, Hawaii
Jan. 7, 2008 to Jan. 10, 2008
Jim Spohrer Stephen L. Vargo Nathan Caswell Paul P. Maglio IBM Research University of Hawaii IBM Research IBM Research firstname.lastname@example.org email@example.com firstname.lastname@example.org email@example.com Abstract Abstraction is a powerful thing. During the 19th century, the industrial revolution was built on many powerful abstractions, such as mass, energy, work, and power. During the 20th century, the information revolution was built on many powerful abstractions, such as binary digit or bit, binary coding, and algorithmic complexity. Here, we propose an abstraction that will be important to the service revolution of the 21st century: the service system, which is a configuration of people, technologies, and other resources that interact with other service systems to create mutual value. Many systems can be viewed as service systems, including families, cities, and companies, among many others. In this paper, we show how the service-system abstraction can be used to understand how value is created, in the process unifying concepts from many disciplines and creating the foundation for an integrated science of service.
N. Caswell, J. Spohrer, P. P. Maglio and S. L. Vargo, "The Service System Is the Basic Abstraction of Service Science," Proceedings of the 41st Annual Hawaii International Conference on System Sciences (HICSS 2008)(HICSS), Waikoloa, Big Island, Hawaii, 2008, pp. 104.