Service support systems for ecostructuring decision support

Ralph D. Badinelli

Chapter 7 in Research Handbook on Services Management, 2022, pp 103-116 from Edward Elgar Publishing

Abstract: The success of a service journey and the viability of service systems depends on the quality of the decision making by multiple actors in a service ecosystem who engage in resource-integrating activities. This chapter exposes the nature of these decisions as decisions that reconfigure the service ecostructure at each stage of a service journey. This view of the role of actor decisions has critical implications for the design of service platforms for the dynamic deployment of decision support systems in service execution, which we call Service Support Systems (SSS). Therefore, the design of service platforms and the innovation of service systems requires a focus on the engagement decision processes, which entails modeling these decisions. This chapter provides a synthesis of service science literature to precisely specify the junctures in a service journey where actor ecostructuring decisions take place and the effects of these decisions on the trajectory of the service journey.

Keywords: Business and Management; Economics and Finance (search for similar items in EconPapers)
Date: 2022
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