Browse > Article

Service Science: Theory Review and Development of Analytical Framework  

Nam, Ki-Chan (School of Business Administration, Sogang University)
Kim, Yong-Jin (School of Business Administration, Sogang University)
Nam, Jung-Tea (IBM Ubiquitous Computing Lab, IBM Korea)
Bae, Young-Woo (IBM Ubiquitous Computing Lab, IBM Korea)
Byun, Hee-Sun (IBM Ubiquitous Computing Lab, IBM Korea)
Lee, Nam-Hee (School of Business, Sogang University)
Publication Information
Information Systems Review / v.10, no.1, 2008 , pp. 213-235 More about this Journal
Abstract
Recent reports about economic structure and changes show that global economy changes to rely on service rather than manufacturing. This phenomenon can be explained in two ways: the growth of service industry itself and the increasing reliance on service by other industry areas. The importance of service is indicated by the fact that the contribution of research and development, marketing, and finance to the revenue generation of companies is getting greater than that of manufacturing. This change in the economic structure calls for researchers' attention on the importance of service and the service-based economy. In the service-based economy, firms are considered value proposition providers and consumers actual value creators so that the concept of co-value creation becomes a key thesis to study. However, there are a variety of definitions of service and diversified measurements of service anchored in the supplier-oriented understanding of service yet. This lack of understanding of the service and the economic paradigm change causes a lot of problems in the areas of service productivity, service quality, and service innovation. Even though a new movement called service science started and rigorously pursues the way of enhancing the understanding of the economic change and service productivity, there is no framework that provides a unified view about the new role of service, service productivity, service quality, and thus service innovation. This study proposes a unified framework to provide a structured view about service provision and to facilitate the research on service. The framework is built on the concepts from previous studies about service marketing and service science: service life cycle and service networks including value activity network, resource integrator network, and capability network. We hope this study can be used as the basis for future studies on service science.
Keywords
Service; Service Dominant Logic; Customer Service Experience; Service Life Cycle; Value Activity Network; Resource Integrator Network; Capability Network;
Citations & Related Records
연도 인용수 순위
  • Reference
1 안현수, 'SaaS 등장에 따른 IT환경변화와 과제', 한국정보사회진흥원, 2007
2 Arnould, E. J., 'Service-dominant logic and Resource theory,' Journal of the Academy of Marketing Science, Vol.36, No.1, 2008
3 Glushko, R. J., 'Designing a Service Science Discipline with Discipline', IBM systems journal, Vol.47, No.1, 2008
4 Gronroos, C., 'Relationship Approach to Marketing in Service Contexts: The Marketing and Organizational Behavior Interface', Journal of Business Research, 1990
5 Michel, S., Brown, S. W., and Gallan, A. S., 'An Expanded and Strategic View of Discontinuous Innovation: Deploying a Service-dominant logic', Journal of the Academyof Marketing Science, Vol.36, No.1, 2008
6 Sheehan, J., 'Understanding Services Sector Innovation', Communications of The ACM, Vol.49, No.7, 2006
7 Spohrer, J., Vargo, S. L., Caswell, N., and Maglio. P. P., 'The Servie System is the Basic Abstraction of Service Science', Proceedings of The 41st Hawaii International conference on system service, 2008
8 Vargo, S. L., 'On a Theory of Markets and Marketing: From Positively Normative to Normatively Positive', Australasian marketing journal, 2007
9 Vargo, S. L., and Lusch, R. F., 'Evolving to a New Dominant logic for Marketing', Journal of marketing, Vol.68, 2004
10 김용진, 남기찬, '서비스사이언스 이해를 위한 이론적 틀과 서비스 혁신', 과학기술정책, 2007, pp. 69-83
11 Larson, R. C., 'Service Science: At the Intersection of Management, Social, and Engineering Sciences', IBM System Journal, Vol.47, No.1, 2008
12 Sawhney, M., Balasubramanian, S., and Krishnan, V. V., 'Creating Growth with Services', MIT Sloan management review, Vol.45, No.2, 2004, pp. 34-43
13 Prahalad, C. K., and Ramaswamy, V., 'The New Frontier of Experience innovation', MIT Sloan management review, Vol.44, No.4, 2003, pp. 12-18
14 Kotler, P., Marketing Management: Analysis, Planning, Implementation and Control, 6th ed.,, Prentice-Hall, Englewood Cliffs, NJ., 1988
15 Maglio, P. P., and Spohrer, J., 'Fundamentals of Service Science', IBM Almaden Research Center, 2008
16 Chesbrough, H., and Spohrer, J., 'A Research Manifesto for Services Science', Communications of The ACM, Vol.49, No.7, 2006
17 Hidaka, K., 'Trends in Services Sciences in Japan and Abroad', Quarterly Review, No. 19, 2006
18 Paulson, L. D., 'Services Science: A New Field for Today's Economy', IEEE Computer, 2006
19 Tian, C. H., Ray, B. K., Lee, J., Cao, R., and Ding, W., 'BEAM: A Framework for Business Ecosystem Analysis and Modeling', Journal of the Academy of Marketing Science, Vol.36, No.1, 2008
20 Chesbrough, H., 'Towards a New Science of Service', Harvard Business Review, 2005
21 Hertog, P. D., 'Knowledge-Intensive Business Services as Co-producers of Innovation', International Journal of Innovation Management, Vol.4, No.4. 2000, pp. 491-528   DOI
22 Payne, A. F., Storbacka, F., and Frow, P., 'Managing the Co-creation of Value', Journal of the Academy of Marketing Science, Vol.36, No.1, 2008
23 Rathmell, J. M., 'What is meant by services?', Journal of Marketing, Oct. 1966
24 Gronroos, C., service management and marketing: a customer relationship management approach, 2nd ed., Wiley, London
25 Madhavaram, S., and Hunt, S. D., 'The Servicedominant logic and a Hierarchy of Operant Resources: Developing Masterful Operant Resources and Implications for Marketing Strategy', Journal of the Academy of Marketing Science, Vol.36, No.1, 2008
26 Kotler, P., and Keller, K. L., Marketing Management, 12th ed, 2006
27 Ramasway, V., 'Co-Creating Experiences of Value with Customers', SETLabs Briefings, Vol.4, No.1, 2006
28 Lusch, R. F., Vargo, S. L., and Wessels, G., 'Toward a conceptual foundation for service sciencs: contributions from sesrvice-dominant logic', IBM systems journal, Vol.47, No.1, 2008
29 Heinonen, K., 'Reconceptualizing Customer perceived Value: The Value of Time and Place', Managing Service Quality, Vol.14, 2004
30 Barras, R., 'Interactive Innovation in Financial and Business Services: the vanguard of the service revolution,' Research and Policy, Vol.19, No. 3, 1990, pp. 215-237   DOI   ScienceOn
31 Miles, I., 'Services Innovation: A Reconfiguration of Innovation studies', PREST, 2001
32 Spohrer, J., and Maglio, P. P., 'The Emergence of Service Science: Toward Systematic Service Innovations to Accelerate Co-creation of Value', IBM Almaden Research Center, 2007
33 Vargo, S. L., and Lusch, R. F., 'Service-dominant logic: Continuing the Evolution', Journal of the Academy of Marketing Science, Vol.36, No.1, 2008a
34 Parasuraman, A., Zeithaml, V. A., and Berry, L. L., 'Problems and Strategies in Services Marketing', Journal of Marketing, 1988
35 Gadrey, J., Gallouj, F., and Weinstein, O., 'New Modes of Innovation. How services benefit industry', International Journal of Service Industry Management, 1995
36 Pavitt, K., 'Sectoral Patterns of Technical Change: Towards a Taxonomy and a Theory', Research and Policy, Vol.13, 1984, pp. 343-373   DOI   ScienceOn
37 Howells, J., 'Innovation and Services: The Combinatorial Role of Services in the Knowledge- Based Economy', International Conference on New Trends and Challenges of Science And Technological Innovation in a Critical Era, 2003
38 OGC, Information Technology Infrastructure Library V.3, Information Technology Service Management Forum, TSO, London, 2007
39 Alter, S., 'Service System fundamentals: Work system, value chain, and life cycle', IBM systems journal, Vol.47, No.1, 2008
40 Rust, R., 'What is the dominant of service research?', Journal of Service Research, 1998
41 Vargo, S. L., and Lusch, R. F., 'Why Service', Journal of the Academy of Marketing Science, Vol.36, No.1, 2008b
42 Basole, R. C., and Rouse, W. B., 'Complexity of Service Value Network: Conceptualization and Empirical Investigation', IBM systems journal, Vol.47, No.1, 2008
43 Rust, R., and Miu, C., 'What Academic Research Tells us about Service', Communications of The ACM, Vol.49, No.7, 2006