The Library
S-D logic research directions and opportunities : the perspective of systems, complexity and engineering
Tools
Ng, Irene C. L., Badinelli, Ralph D., Polese, Francesco, Di Nauta, Primiano, Löbler, Helge and Halliday, Sue, Professor (2012) S-D logic research directions and opportunities : the perspective of systems, complexity and engineering. Marketing Theory, Vol.12 (No.2). pp. 213-217. doi:10.1177/1470593111429519 ISSN 1470-5931.
Research output not available from this repository.
Request-a-Copy directly from author or use local Library Get it For Me service.
Official URL: http://dx.doi.org/10.1177/1470593111429519
Abstract
The need for a systems approach to modeling and understanding service is now well
established, (Barile 2009; Barile and Polese 2009; Golinelli 2010; Ng et.al.,
2011a). Following the construction of Maglio et al (2009) we view a service-system
as a network of agents and interactions that integrate resources for value cocreation.
The context of value creation is intrinsic to the system design.and the
adaptive, interactive actions of agents classifies the network as an ecosystem (Lusch
et al, 2010).
To date, several disciplines have broached the systems view of service and the
engineering of service systems. Operations research applied to services began with a
rather simplistic, macro view of resource integration in the form of Data
Envelopment Analysis (DEA), introduced by Charnes, Cooper and Rhodes in
1978 (Charnes, Cooper et al. 1994, Banker, Charnes et al. 1984). Micro models of
service systems have tended to study the systems’ IT components (Hsu 2009; Qiu
2009). Engineering, which has always been associated with “assembling pieces that
work in specific ways” (Ottino, 2004) and “a process of precise composition to
achieve a predictable purpose and function” (Fromm, 2010 p. 2) has contributed to
greater scalability and purposeful control in service systems. However, the agents of
the system usually are people whose activities may not be easily controlled by
predictable processes and yet are critical aspects of the value-creating system (Ng et
al, 2011b). There is need for a new combinative paradigm, such as third-generation
activity theory in which two or more activity systems come into contact, to explore
dialogue, exchanging perspectives of multiple actors, resulting in networks or groups
of activity systems that are constantly interacting (Nardi 1996, Oliveros et al 2010,
Marken 2006).
Item Type: | Journal Article | ||||
---|---|---|---|---|---|
Subjects: | T Technology > T Technology (General) | ||||
Divisions: | Faculty of Science, Engineering and Medicine > Engineering > WMG (Formerly the Warwick Manufacturing Group) | ||||
Library of Congress Subject Headings (LCSH): | Operations research, Customer services | ||||
Journal or Publication Title: | Marketing Theory | ||||
Publisher: | Sage Publications Ltd. | ||||
ISSN: | 1470-5931 | ||||
Official Date: | 27 June 2012 | ||||
Dates: |
|
||||
Volume: | Vol.12 | ||||
Number: | No.2 | ||||
Number of Pages: | 5 | ||||
Page Range: | pp. 213-217 | ||||
DOI: | 10.1177/1470593111429519 | ||||
Status: | Peer Reviewed | ||||
Publication Status: | Published | ||||
Access rights to Published version: | Restricted or Subscription Access |
Request changes or add full text files to a record
Repository staff actions (login required)
View Item |