The Future of Service Systems: From Synergetics to Multi-Sided Platforms

  • Jennifer D. ChandlerEmail author
Part of the Service Science: Research and Innovations in the Service Economy book series (SSRI)


The purpose of this chapter is to frame the future of service systems at the theoretical intersection of synergetics and multi-sided platforms. The future, or propagation and evolution, of service systems requires an understanding of the pivots and modes by which the people, technology, and value propositions in a service system jointly evolve. A better understanding of this can emerge from applying the approaches of synergetics, or the enslaving and consensualization of service systems through order parameters (Meynhardt et al., J Bus Res 69:2981–2989, 2016), and multi-sided platforms, or the technologies that enable direct interactions among two or more groups (Hagiu, MIT Sloan Manage Rev 55:71, 2014; Hagiu and Wright, Int J Ind Organ 43:162–174, 2015). Together these two approaches enrich the study of the future of service systems.


Service systems Synergetics Multi-sided platforms Temporality Service 


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Copyright information

© Springer Nature Switzerland AG 2019

Authors and Affiliations

  1. 1.California State University, FullertonFullertonUSA

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