Understanding Complex Service Systems Through Different Lenses: An Overview
Gerard Briscoe, Krista Keranen, Glenn Parry

TL;DR
This paper reviews diverse perspectives on complex service systems, emphasizing value co-creation, network interactions, technological impacts, and complexity management, based on insights from the 2011 Grand Challenge in Service conference.
Contribution
It provides a comprehensive overview of different lenses—value co-creation, systems, ICT, and complexity—applied to understanding complex service systems, integrating empirical and theoretical insights.
Findings
Value co-creation emphasizes collaboration importance.
Networks influence system interactions and value creation.
Technological connectivity creates new value opportunities.
Abstract
The 2011 Grand Challenge in Service conference aimed to explore, analyse and evaluate complex service systems, utilising a case scenario of delivering on improved perception of safety in the London Borough of Sutton, which provided a common context to link the contributions. The key themes that emerged included value co-creation, systems and networks, ICT and complexity, for which we summarise the contributions. Contributions on value co-creation are based mainly on empirical research and provide a variety of insights including the importance of better understanding collaboration within value co-creation. Contributions on the systems perspective, considered to arise from networks of value co-creation, include efforts to understand the implications of the interactions within service systems, as well as their interactions with social systems, to co-create value. Contributions within the…
Peer Reviews
No public reviews on file for this paper yet. If you reviewed it on a platform where reviews are public (OpenReview, ICLR, NeurIPS, ICML), you can paste yours below so the community can read it here.
Videos
No videos yet. Explain this paper in a talk, walkthrough, or lecture? Add one.
Taxonomy
TopicsService and Product Innovation · Innovative Approaches in Technology and Social Development · Customer Service Quality and Loyalty
