Ghent University Academic Bibliography

Advanced

Towards a process model for service systems

Elisah Lemey UGent and Geert Poels UGent (2012) LECTURE NOTES IN BUSINESS INFORMATION PROCESSING. 103. p.1-15
abstract
Service Science is a new interdisciplinary approach to the study, design, implementation. and innovation of service systems. However due to the variety in service research, there is no consensus yet about the theoretical foundation of this domain. As a basis for a common understanding of service systems and their interactions, Service Science researchers Spohrer and Kwan proposed the service systems worldview. The ISPAR model was presented as a part of this service systems worldview as a tool for identifying ten possible interaction episodes, i.e., the sequences of activities that are undertaken by two interacting service system entities. In this paper we evaluate the use of the ISPAR model as a process model for service systems. We identify the shortcomings of the ISPAR model and propose possible improvements. This analysis leads to the development of a new service process model which is demonstrated through tree different examples.
Please use this url to cite or link to this publication:
author
organization
year
type
conference
publication status
published
subject
keyword
service system. service process model, ISPAR model, Service Science, SSME, SCIENCE
in
LECTURE NOTES IN BUSINESS INFORMATION PROCESSING
Lect. notes bus. inf. process.
volume
103
issue title
EXPLORING SERVICES SCIENCE
pages
1 - 15
publisher
Springer
place of publication
Berlin, Germany
conference name
3rd International Conference on Exploring Services Science
conference location
Geneva, Switzerland
conference start
2012-02-15
conference end
2012-02-17
Web of Science type
Proceedings Paper
Web of Science id
000309893100001
ISSN
1865-1348
ISBN
978-3-642-28226-3
language
English
UGent publication?
yes
classification
P1
copyright statement
I have transferred the copyright for this publication to the publisher
id
2064797
handle
http://hdl.handle.net/1854/LU-2064797
date created
2012-03-12 22:56:17
date last changed
2016-02-19 11:38:33
@inproceedings{2064797,
  abstract     = {Service Science is a new interdisciplinary approach to the study, design, implementation. and innovation of service systems. However due to the variety in service research, there is no consensus yet about the theoretical foundation of this domain. As a basis for a common understanding of service systems and their interactions, Service Science researchers Spohrer and Kwan proposed the service systems worldview. The ISPAR model was presented as a part of this service systems worldview as a tool for identifying ten possible interaction episodes, i.e., the sequences of activities that are undertaken by two interacting service system entities. In this paper we evaluate the use of the ISPAR model as a process model for service systems. We identify the shortcomings of the ISPAR model and propose possible improvements. This analysis leads to the development of a new service process model which is demonstrated through tree different examples.},
  author       = {Lemey, Elisah and Poels, Geert},
  booktitle    = {LECTURE NOTES IN BUSINESS INFORMATION PROCESSING},
  isbn         = {978-3-642-28226-3},
  issn         = {1865-1348},
  keyword      = {service system. service process model,ISPAR model,Service Science,SSME,SCIENCE},
  language     = {eng},
  location     = {Geneva, Switzerland},
  pages        = {1--15},
  publisher    = {Springer},
  title        = {Towards a process model for service systems},
  volume       = {103},
  year         = {2012},
}

Chicago
Lemey, Elisah, and Geert Poels. 2012. “Towards a Process Model for Service Systems.” In Lecture Notes in Business Information Processing, 103:1–15. Berlin, Germany: Springer.
APA
Lemey, E., & Poels, G. (2012). Towards a process model for service systems. LECTURE NOTES IN BUSINESS INFORMATION PROCESSING (Vol. 103, pp. 1–15). Presented at the 3rd International Conference on Exploring Services Science, Berlin, Germany: Springer.
Vancouver
1.
Lemey E, Poels G. Towards a process model for service systems. LECTURE NOTES IN BUSINESS INFORMATION PROCESSING. Berlin, Germany: Springer; 2012. p. 1–15.
MLA
Lemey, Elisah, and Geert Poels. “Towards a Process Model for Service Systems.” Lecture Notes in Business Information Processing. Vol. 103. Berlin, Germany: Springer, 2012. 1–15. Print.