Service science
Saturday, March 7th, 2009Pigneur, Y., Werthner, H. (2009) Design and management of business models and processes in services science. Information Systems and E-Business Management (ISEB), Special issue on service science, Vol. 7, p. 119’121 (springer)
Information technology has changed the way, how companies perform business, how they develop services and interact with customers as well as other companies. This is accompanied by an ongoing virtualization of the economy, think of the ’value’ of companies like Google, ebay, or Skype. Their value is based on information and their ’user network’, not on the physical infrastructure or products. In this context, paralleled by the growth of the so-called service industry (or sector), one can observe an ’informatisation’ of work, value chains, products as well as services. The term ’service’ point at a close interaction of supplier and customer with the simultaneity of production and consumption. It refers to an exchange between supplier and consumer for the provision of (intangible) assets.
