Three frameworks for service research: exploring multilevel governance in nested,  networked systems The 2011 Naples Forum...
<ul><li>Why and How  Multilevel Governance?  </li></ul><ul><li>Policy-makers, business consultants, and service researcher...
Are some entity architectures (Є N )  better than others? Complex social system frameworks (FN) provide professionals with...
Frameworks (FN) and Entity Architectures (ЄN) SSME + D (Spohrer & Maglio) <ul><li>All refer to integrated multi-disciplina...
The SSME+D framework Service Systems   exist for value co-creation     Holistic Service Systems
Holistic Services Systems (HSS) integrated within a Whole Service (WS) perspective <ul><li>Both can be represented in term...
The VSA  conceptual framework   Golinelli & Barile  VSA is a model for observing and interpreting the  viability  of compl...
The  viability  of a system depends on its capability for compacting and compressing (synthesizing) the pressures deriving...
The Institutional Analysis  and Development (IAD) framework <ul><li>attributes of the physical world </li></ul><ul><li>att...
<ul><li>The core concepts of this framework focus   on the rules  and the mutual influence of polycentric systems underpin...
Findings: Entity Architectures (ЄN) Frameworks (FN) Entity architectures (Є N ) broadly speaking are   nested, network sys...
Value is co-created through multilevel governance interaction If value derives from shared aims (consonance), then improvi...
<ul><li>Service researchers can benefit from innovative frameworks to advance the understanding of complex social systems ...
The Smarter Planet  Є N : FN( PRW )-> {R Є } Smarter Planet <ul><li>Our project  commenced  with: </li></ul><ul><li>the an...
NETWORKS AND SYSTEMS IN MARKETING & SERVICE Thanks to Evert Gummesson for suggesting  we study Ostrom's work
Upcoming SlideShare
Loading in …5
×

Slides spohrer piciocchi bassano def 14 june 2011 v2.

644 views

Published on

Published in: Education, Technology, Business
0 Comments
0 Likes
Statistics
Notes
  • Be the first to comment

  • Be the first to like this

No Downloads
Views
Total views
644
On SlideShare
0
From Embeds
0
Number of Embeds
1
Actions
Shares
0
Downloads
13
Comments
0
Likes
0
Embeds 0
No embeds

No notes for slide
  • For permission to re-use the content from this slides, please contact: evert.gummesson@fek.su.se
  • Slides spohrer piciocchi bassano def 14 june 2011 v2.

    1. 1. Three frameworks for service research: exploring multilevel governance in nested, networked systems The 2011 Naples Forum on Service - Service Dominant logic, Network & System Theory and Service Science: integrating three perspectives for a new service agenda Capri, June 14-17, 2010 James Spohrer, Paolo Piciocchi and Clara Bassano spohrer@almaden.ibm.com, p.piciocchi@unisa.it, clara.bassano@uniparthenope.it
    2. 2. <ul><li>Why and How Multilevel Governance? </li></ul><ul><li>Policy-makers, business consultants, and service researchers try </li></ul><ul><li>to envision better systems of rules (Ostrom, 2005; Williamson, 1996) </li></ul><ul><li>to solve political and business problems </li></ul><ul><li>(Sterman, 2000; Friedman, 2008) </li></ul><ul><li>Better frameworks for crossing disciplines, systems and cultures are needed, as real world problems rarely respect discipline boundaries (IfM and IBM, 2008) </li></ul><ul><li>Purpose </li></ul><ul><li>Integration of the three frameworks to expand awareness in the service research community of multilevel governance or a shared system of rules in complex social systems* </li></ul>* nations, states, cities, universities, hospitals, hotels, homes, or nested, network Holistic Service Systems (HSS)
    3. 3. Are some entity architectures (Є N ) better than others? Complex social system frameworks (FN) provide professionals with ways to delineate innovative entity architectures (ЄN) Are some frameworks (F N ) better than others?
    4. 4. Frameworks (FN) and Entity Architectures (ЄN) SSME + D (Spohrer & Maglio) <ul><li>All refer to integrated multi-disciplinary perspectives </li></ul><ul><li>all emphasize the importance of governance mechanisms, government, and rules </li></ul><ul><li>all illustrate how value is co-created through governance interaction </li></ul>VSA (Golinelli & Barile) IAD (Ostrom) Holistic Service System & Whole Service Viable System Polycentric System
    5. 5. The SSME+D framework Service Systems exist for value co-creation  Holistic Service Systems
    6. 6. Holistic Services Systems (HSS) integrated within a Whole Service (WS) perspective <ul><li>Both can be represented in terms of multilevel governance and component interaction </li></ul><ul><li>Overall value co-creation depends on the capability of governance to produce shared competence for the development of Whole Service </li></ul><ul><li>Whole Service (WS) integrates the value propositions of Holistic Service Systems (HSS) through multilevel governance mechanisms </li></ul>Multilevel Governance Entity architectures include a shared system of rules Regional Components Based on shared socio-economic and cultural planning Overall Value Co-Creation Governance of related capability to produce shared competences for the development of Whole Service
    7. 7. The VSA conceptual framework Golinelli & Barile VSA is a model for observing and interpreting the viability of complex business and social phenomena through general interpretative patterns New levels of complexity require new types of decision making based not on stochastic methods but on the VSA Informative Variety Model (Barile, 2009) Value Categories Interpretative Patterns Value Categories Interpretative Patterns Consonance between Value Categories Consonance between Interpretative patterns Informative Units Informative Units Variety of Viable System (a) Variety of Viable System (b)
    8. 8. The viability of a system depends on its capability for compacting and compressing (synthesizing) the pressures deriving from the structural and functional variety of its synergic components (consonance) The viability of complex social systems Governance for consonance has to interpret , mediate and synthesize to guarantee the efficiency, adequacy and equi-finality of related systems
    9. 9. The Institutional Analysis and Development (IAD) framework <ul><li>attributes of the physical world </li></ul><ul><li>attributes of a given community </li></ul><ul><li>rules that create incentives and constraints </li></ul><ul><li>Interactions with individuals </li></ul>Cited in the 2009 Nobel Prize award in the area of economics (Ostrom, 2005) Analyzes:
    10. 10. <ul><li>The core concepts of this framework focus on the rules and the mutual influence of polycentric systems underpinning governance as a whole </li></ul><ul><li>In Ostrom’s view, the governance of polycentric systems depends on the capacity for structural change on the part of institutions </li></ul>Service Science view , the systems capacity to run-transform-innovate (Spohrer et al. , 2009); March’s terminology , exploitation and exploration (March, 1991); Viable Systems Approach language , adaptation-transformation- restructuring (Golinelli, 2010) Capacity to ensure conditions of elasticity and flexibility within the collective system (Piciocchi & Bassano, 2009) . The Institutional Analysis and Development (IAD) core concepts
    11. 11. Findings: Entity Architectures (ЄN) Frameworks (FN) Entity architectures (Є N ) broadly speaking are nested, network systems which can be envisaged as holistic service systems (HSS) (SSME +D) (VSA) (IAD) e.g. nations, states, cities, universities, remote research outposts, hospitals, luxury hotels, cruise ships, family homes, and even space craft and space stations are complex social system frameworks (FN) for analyzing the provision of Whole Service (WS) by Holistic Service Systems (HSS) at multiple levels
    12. 12. Value is co-created through multilevel governance interaction If value derives from shared aims (consonance), then improving consonance means maximizing value co-creation (resonance) of integrated HSS Findings: By merging SSME+D, VSA and IAD Frameworks The capability to co-create service value depends on the capability of multilevel governance (government and/or top decision makers and/or policy makers) to interpret, mediate and synthesize contexts in a “ Whole Service” (WS) perspective Multilevel governance can be conceived as a directional evolving process which facilitates value co-creation for new knowledge and innovation (Spohrer, Piciocchi & Bassano, 2012, forthcoming)
    13. 13. <ul><li>Service researchers can benefit from innovative frameworks to advance the understanding of complex social systems that: </li></ul><ul><li>integrate disciplines, systems and cultures </li></ul><ul><li>improve multilevel shared governance </li></ul><ul><li>move beyond dyads to nested, networked systems </li></ul>Practical implications
    14. 14. The Smarter Planet Є N : FN( PRW )-> {R Є } Smarter Planet <ul><li>Our project commenced with: </li></ul><ul><li>the analysis of entity architectures and frameworks </li></ul><ul><li>we merged Є N and : FN( PRW ) </li></ul><ul><li>in an attempt to </li></ul><ul><li>- improve multilevel governance recommendations - {R Є } </li></ul><ul><li>Our outcome being a </li></ul><ul><li>“ Smarter Planet ” (i.e. </li></ul><ul><li>more environmentally and economically sustainable) shared governance approach - Є N : FN( PRW ) -> {R Є } </li></ul><ul><li>Thanks for your attention </li></ul>Innovated entity architectures (Є N ) for holistic service systems (HSS) to provision “whole service ” Improved frameworks (F N ) for professionals to analyze real-world problems (P RW ) Improved multilevel governance recommendations { R Є }
    15. 15. NETWORKS AND SYSTEMS IN MARKETING & SERVICE Thanks to Evert Gummesson for suggesting we study Ostrom's work

    ×