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
This is a preview of subscription content, log in to check access.
Chandler, J. D., & Vargo, S. L. (2011). Contextualization and value-in-context: How context frames exchange. Marketing theory, 11(1), 35-49.CrossRefGoogle Scholar
Chandler, J. D., & Lusch, R. F. (2015). Service systems: a broadened framework and research agenda on value propositions, engagement, and service experience. Journal of Service Research, 18(1), 6-22.CrossRefGoogle Scholar
Hagiu, A. (2014). Strategic decisions for multisided platforms. MIT Sloan Management Review, 55(2), 71.Google Scholar
Hagiu, A., & Wright, J. (2015). Multi-sided platforms. International Journal of Industrial Organization, 43, 162-174.CrossRefGoogle Scholar
Haken, H., & Mikhailov, A (1993). Interdisciplinary Approaches to Nonlinear Complex Systems. Berlin Heidelberg: Springer-Verlag.CrossRefGoogle Scholar
Maglio, P. P., & Spohrer, J. (2008). Fundamentals of service science. Journal of the academy of marketing science, 36(1), 18-20.CrossRefGoogle Scholar
Meynhardt, T., Chandler, J. D., & Strathoff, P. (2016). Systemic principles of value co-creation: Synergetics of value and service ecosystems. Journal of Business Research, 69(8), 2981-2989.CrossRefGoogle Scholar
Normann, R., & Ramirez, R. (1998). Designing interactive strategy: From value chain to value constellation. John Wiley & Sons.Google Scholar
Snowden, D. (2002). Complex acts of knowing: paradox and descriptive self-awareness. Journal of knowledge management, 6(2), 100-111.CrossRefGoogle Scholar