Abstract
The aim of this chapter is to illustrate how to apply soft systems methodology (SSM) in the context of service innovation and as such has a slightly different structure to that of other chapters. A brief overview of the main steps of SSM is presented together with a case vignette of innovation in a large public sector service.
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References
Checkland PB, Poulter J (2006) Learning for action: A short definitive account of Soft Systems Methodology and its use for practitioners, teachers and students. Wiley, Chichester
Checkland PB, Scholes J (1999) Soft Systems Methodology in action. Wiley, Chichester
Hindle GA, Franco LA (2010) Combining problem structuring methods to conduct applied research: A mixed methods approach to studying fitness-to-drive in the UK. J Oper Res Soc 60(12):1637–1648
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Hindle, G. (2012). Soft Systems Methodology and Innovation. In: Macaulay, L., Miles, I., Wilby, J., Tan, Y., Zhao, L., Theodoulidis, B. (eds) Case Studies in Service Innovation. Service Science: Research and Innovations in the Service Economy. Springer, New York, NY. https://doi.org/10.1007/978-1-4614-1972-3_14
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DOI: https://doi.org/10.1007/978-1-4614-1972-3_14
Publisher Name: Springer, New York, NY
Print ISBN: 978-1-4614-1971-6
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