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Towards a theory of service systems

  • A general theory of service systems should consist of:
    • Sciencewhat service systems are and how to understand their evolution
    • Management how to invest to improve service systems
    • Engineering how to invent new technologies that improve the scaling of service systems

Speaker notes:

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Sources

Jim Spohrer, Paul P. Maglio, John Bailey, Daniel Gruhl, "Steps Toward a Science of Service Systems," Computer, vol. 40, no. 1, pp. 71-77, Jan. 2007, doi:10.1109/MC.2007.33