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Social Value: A Service Science Perspective

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Service Systems Science

Part of the book series: Translational Systems Sciences ((TSS,volume 2))

Abstract

This chapter provides an analysis of the concept of social value from a service science perspective. Social value is a concept of great interest to governments, foundations, nonprofits, and corporate social responsibility organizations and a central focus of many policymakers. Service science is an emerging transdiscipline for the (1) study of evolving service system entities and value co-creation phenomena and (2) pedagogy for the education of twenty-first-century T-shaped service innovators from all disciplines, sectors, and cultures who may become social value generators through cross functional engagements. A bridging framework for social value (as calculated by social entities) and individual value (as calculated by individual entities) is presented along with some future research directions.

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Notes

  1. 1.

    The knowledge burden of a society (species) derives from the need to ensure that the next generation has the knowledge required to run all technological and institutional/organizational systems needed to maintain the quality of life of theirs and future generations and continue innovating, thus growing the burden (Jones 2005).

  2. 2.

    Service science is short for the IBM-originated name of service science, management, and engineering (SSME), since service science was originally conceived to be the broad part of T-shaped professionals that complements depth in any disciplinary area with breadth in SSME (IBM 2011). More recently service science has been referred to as short for SSME+D, adding design (Spohrer and Kwan 2009). Even more recently, service science has been referred to as short for SSME+DAP, adding design, art, and policy. The naming of a transdiscipline is especially challenging, and communities can debate pros and cons of names endlessly.

  3. 3.

    New sciences may seem like stamp collecting or counting stamps to scientists in more mature sciences. For example, Lord Rutherford said, “All science is either physics or stamp collecting.” Service science is still at the stage of counting and categorizing types of entities, interactions, and outcomes.

  4. 4.

    Thanks to Paul Lillrank (Aalto University, Finland) for this thought.

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Acknowledgments

Discussions with many colleagues at service science-related conferences around the world as well as email and social media interactions with ISSIP.org members globally have helped shape these ideas.

Author information

Authors and Affiliations

  1. IBM Almaden Research Center, San Jose, CA, USA

    Jim Spohrer

  2. University of Washington, Tacoma, WA, USA

    Haluk Demirkan

  3. University of Toronto, Ontario, M5S 3GS, Canada

    Kelly Lyons

Authors
  1. Jim Spohrer
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  2. Haluk Demirkan
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  3. Kelly Lyons
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Corresponding author

Correspondence to Haluk Demirkan .

Editor information

Editors and Affiliations

  1. Value and Decision Science, Graduate School of Decision Science and Technology, Tokyo Institute of Technology, Tokyo, Japan

    Kyoichi Kijima

Appendix: Concepts Discipline, Researcher, etc.

Appendix: Concepts Discipline, Researcher, etc.

Researchers from many disciplines have contributed to advancing service science and the study of service systems. Based on a sampling of publications (Spohrer 2013—http://service-science.info/archives/2708), some disciplinary branches are partially summarized in the table below.

Concept

Discipline

Researcher

Journal

Conference

Association

Stakeholder customer

Marketing

Rust

JSR, CACM

Frontiers

AMA, INFORMS, ASA

 

Fisk

JSR

Frontiers, AMA SERVSIG

AMA

 

Bitner

JSR, CACM

Frontiers

AMA

 

Vargo

JM, JAMS

Frontiers

AMA

 

Lusch

JM, JAMS

Frontiers

AMA

 

Gronroos

JSR, JAMS

Frontiers, QUIS

FSSL

 

Edvardsson

JAMS

Frontiers, QUIS

 
 

Gummesson

JBIM

Forum, QUIS

SSEBA, ISQA

Stakeholder provider

Production operations

Sampson

JSR

POMS

POMS

Operations management

Neely

OMR

Alliance

EOMA

 

Davis

IBMSysJ, OMR

ArtSci

DSI, POMS

 

Metters

DS

POMS

DSI, INFORMS, POMS

 

Apte

POMS

POMS

POMS, DSI

Operations research

Larson

JoSS

 

INFORMS

 

Badinelli

JoSS

Forum

INFORMS,ISSIP

Stakeholder authority

Governance

Piciocchi

JoSS

Forum

ISSIP

 

Bassano

JoSS

Forum

ISSIP

Stakeholder competitor

Strategy

Polese

JoSS

Forum

ASVSA

 

Barile

JoSS

Forum

ASVSA

Resource people

Social sciences anthropology

Baba

CACM

HSSE

AAA NAPA

Cognitive science

Glushko

JSR, IBMSysJ

Frontiers, HSSE

CSS, OASIS

Human factors

Freund

HFEMSI

HSSE

HF&E, IIE, ISSIP

Resource technology

Industrial engineering

Rouse

IBMSysJ

 

IIE, INCOSE

System engineering

Tien

JSSE

 

IEEE, NAE

 

Berg

JSSE

 

IEEE, NAE

Resource information

Computer science

Spohrer

CACM, JAMS, Computer

Frontiers, HSSE, AMCIS

ACM, ISSIP

 

Maglio

CACM, JAMS, Computer

HICSS

ACM

Information systems

Alter

IBMSysJ

AMCIS

AIS, IFIP

 

Demirkan

CACM, ECRA, JMIS, JSR

AMCIS, HICSS

AIS, ISSIP

 

Kwan

IJISSS

AMCIS

AIS, ANSI, ISSIP

Information management

Karmarkar

MS

BIT

INFORMS

Resource organizations

Economic geography

Bryson

SIJ

  

Service systems

Ng

EMJ

Alliance

 

Social enterprises

Lyons

HFEMSI

HSSE

AIS, ISSIP

  1. Journals: CACM Communications of the ACM, Computer IEEE Computer, ECRA Electronic Commerce Research and Applications, EMJ European Management Journal, HFEMSI Human Factors and Ergonomics in Manufacturing & Service Industries, IBMSysJ IBM Systems Journal, IJIMA International Journal of Internet Marketing and Advertising, IJSIM International Journal of Service Industry Management, IJISSS International Journal of Information Systems in the Service Sector, ISEBM Information Systems and E-Business Management, MS Management Science, JAMS Journal of the Academy of Marketing Sciences, JBIM Journal of Business & Industrial Marketing, JOSM Journal of Service Management, JSR Journal of Service Science, JSSE Journal of Systems Science and Systems Engineering, MSQ Managing Service Quality, OMJ Operations Management Research, SIJ The Service Industries Journal
  2. Conferences: Alliance Cambridge Alliance Conference, AHFE Applied Human Factors and Ergonomics Conference, AMA SERVIG AMA SERVIG Conference, AMCIS Americas Conference on Information Systems, ArtSci Art & Science of Service Conference, Frontiers Frontiers in Service Conference, HICSS Hawaii International Conference for Systems Sciences, HSSE AHFE Human-Side of Service Engineering, Forum Naples Service Forum, POMS Production and Operations Management Society, QUIS Quality in Services
  3. Associations: AAA American Anthropological Association, AAAS American Association for the Advancement of Science, ACM Association for Computing Machinery, AIS Association of Information Systems, AMA American Marketing Association, ANSI American National Standards Institute, ASA American Statistical Association, ASVSA Associazione per la ricerca sui Sistemi Vitali (Viable Systems), CSS Cognitive Science Society, DSI Decision Science Institute, EOMA European Operations Management Association, FSSL Finnish Society of Sciences and Letters, IEE Institute of Industrial Engineers, IEEE Institute of Electrical and Electronic Engineers, IEEE EMS IEEE Engineering Management Society, INFORMS Institute for Operations Research and the Management Sciences, ISQA International Service Quality Association, ISSIP International Society of Service Innovation Professionals, NAE US National Academy of Engineering, NAPA AAA National Association for the Practice of Anthropology, NYAS New York Academy of Sciences, OASIS Advancing Open Standards for the Information Society, SSEBA Swedish School of Economics and Business Administration

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Spohrer, J., Demirkan, H., Lyons, K. (2015). Social Value: A Service Science Perspective. In: Kijima, K. (eds) Service Systems Science. Translational Systems Sciences, vol 2. Springer, Tokyo. https://doi.org/10.1007/978-4-431-54267-4_1

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