A Framework for the Design of Service Systems

  • Yao-Hua Tan
  • Wout Hofman
  • Jaap Gordijn
  • Joris Hulstijn
Part of the Service Science: Research and Innovations in the Service Economy book series (SSRI)


We propose a framework for the design and implementation of service systems, especially to design controls for long-term sustainable value co-creation. The framework is based on the software support tool e3-control. To illustrate the framework we use a large-scale case study, the Beer Living Lab, for simplification of customs procedures in international trade. The BeerLL shows how value co-creation can be achieved by reduction of administrative burden in international beer export due to electronic customs. Participants in the BeerLL are Heineken, IBM and Dutch Tax & Customs.


Service science service systems value co-creation service innovation lifecycle e3-control e3-value 



This research was partially supported by the integrated project ITAIDE (Nr.027829), which is funded by the 6th Framework IST Programme of the European Commission (see


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Copyright information

© Springer US 2011

Authors and Affiliations

  • Yao-Hua Tan
    • 1
  • Wout Hofman
    • 2
  • Jaap Gordijn
    • 3
  • Joris Hulstijn
    • 4
  1. 1.Department of Technology, Policy and ManagementDelft University of TechnologyDelftThe Netherlands
  2. 2.TNO Information and Communication TechnologyDelftThe Netherlands
  3. 3.Department of Computer SciencesVrije University AmsterdamAmsterdamThe Netherlands
  4. 4.Thaurus and Delft University of TechnologyThe Hague and DelftThe Netherlands

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