Viable service systems and decision making in service management
Badinelli, Ralph D., Barile, Sergio, Ng, Irene C. L., Polese, Francesco, Saviano, Marialuisa and Di Nauta, Primiano (2012) Viable service systems and decision making in service management. Working Paper. Coventry: Warwick Manufacturing Group. WMG Service Systems Research Group Working Paper Series, Vol.08/12 .
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This paper addresses decision making in the management of complex service systems,
highlighting the contribution of the viable systems approach as an interpretative and
governance methodology based on systems thinking.
In the last few decades, business management has undergone significant changes due to
rapid developments in markets. New competitive strategies and technologies have
stimulated global discussion about business models and tools (Ghoshal, 2005). The role of
relationships has become increasingly relevant in businesses, and researchers as well as
industries are shifting their focus to a service-oriented approach, moving from a paradigm
of product to one of service (IfM-IBM Cambridge SSME Report, 2008).
|Item Type:||Working or Discussion Paper (Working Paper)|
|Subjects:||H Social Sciences > HF Commerce|
|Divisions:||Faculty of Science > WMG (Formerly the Warwick Manufacturing Group)|
|Library of Congress Subject Headings (LCSH):||Business enterprises -- Decision making, Business planning, Customer services|
|Series Name:||WMG Service Systems Research Group Working Paper Series|
|Publisher:||Warwick Manufacturing Group|
|Place of Publication:||Coventry|
|Official Date:||May 2012|
|Status:||Not Peer Reviewed|
|Access rights to Published version:||Open Access|
Ackoff, R.L. (2010), Systems Thinking for Curious Managers, Triarchy Press: UK.
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