The design of it-enabled service systems: Developing a theory for multi-agent service systems

Hsin Lu Chang, Michael J. Shaw

Research output: Chapter in Book/Report/Conference proceedingConference contribution

Abstract

In this paper, we aim to provide a methodology for designing IT-enabled service systems and specifically focus on front-end customer services. When the focus is on front-end customer services, the interactions among agents involved in the service system become predominant. A good service design should fit the needs of customers as well as bring values to service providers. However, agents usually have different perspectives toward the value propositions of service systems. While these agents involve in the value co-production process, how to design a service system that can balance among different value perspectives become a significant research issue. After defining critical components of IT-enabled service systems, we propose a service choice theory to resolve potential value conflicts in value co-production process and apply Arrow's impossibility theorem to strengthen our argument. A solution that applies quality function deployment framework is then proposed to achieve the fit between value components and service offerings. At last, we use the u-health service system in National Taiwan University Hospital to illustrate how our proposed methodology is applied to design an IT-enabled service system.

Original languageEnglish (US)
Title of host publicationProceedings - 2013 5th International Conference on Service Science and Innovation, ICSSI 2013
PublisherIEEE Computer Society
Pages178-185
Number of pages8
ISBN (Print)9780769549859
DOIs
StatePublished - Jan 1 2013
Event2013 5th International Conference on Service Science and Innovation, ICSSI 2013 - Kaohsiung, Taiwan, Province of China
Duration: May 29 2013May 31 2013

Publication series

NameProceedings - 2013 5th International Conference on Service Science and Innovation, ICSSI 2013

Other

Other2013 5th International Conference on Service Science and Innovation, ICSSI 2013
CountryTaiwan, Province of China
CityKaohsiung
Period5/29/135/31/13

Keywords

  • IT-enabled service system
  • Quality function deployment
  • Service design
  • Social choice theory

ASJC Scopus subject areas

  • Management of Technology and Innovation

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