The document summarizes an upcoming ISSIP Ambassador Panel on improving the sustainability of service systems. It provides details on the panelists and their position statements. The panelists will discuss their work related to sustainability initiatives and resources they can share. They will also discuss the UN Sustainable Development Goals most relevant to their work and any important sustainability problems or questions. The document then provides additional context on issues and challenges regarding safety engineering and sustainability of service systems. It outlines efforts to leverage technology for social good while avoiding potential harms.

1. ISSIP Ambassador Panel:
Improving the Sustainability of Service Systems:
Current Issues and Challenges
Wednesday May 3, 2023
7:30am PT/10:30am ET/3:30pm GMT/4:30pm CET
The International Society of Service Innovation Professionals (ISSIP.org)

2. Panelists share their 5 min position statements
Mohamed Zaki
U Cambridge (UK)
Paul P. Maglio
UC Merced (CA, USA)
Jim Spohrer, Moderator
ISSIP.org (CA, USA)
Marialuisa Saviano
U Salerno (Italy)
Position Statements (one or more items):
1. Who are you and does your organization have sustainability initiatives to share information about?
2. What additional resource(s) can you share with the ISSIP community to help them think more about
the importance of improving the sustainability of service systems?
3. Which of the UN Sustainable Development Goals do you think about the most and why?
4. Do you have any questions to share, or important problems related to sustainability,
that you are working on today?
5. Additional thoughts? Example, Tech4Good seeks to get benefits, while avoiding harms.

3. “Anything that you cannot do forever is not sustainable.” – Sir David Attenborough

4. Some current issues and challenges

5. Safety Engineering: A Service Science Perspective
Improving the Safety and Sustainability of Service Systems – Tech4Good initatiives seek to improve
Service innovations leverage emerging technologies, new business models, and institutional arrangement and other means
Service is the application of resources (e.g., knowledge) for the benefit of another
Technology Example Companies Safety Regulatory
Bodies
(Founded)
Stakeholder
Harms
Stakeholder
Benefits
Firearms Smith & Wesson ATF (1886)
Boilers Babcock & Wilcox NBBPVI (1911) Boiler explosions Railroads, steam-powered
factories, building
heating, etc.
Radio & TV RCA, NBC FCC (1934)
Drugs Bayer FDA (1938)
Airplanes Boeing, PanAm FAA (1958)
Automobiles Ford NHTSA (1966)
Nuclear Energy Westinghouse NRC (1975)
Social Media Facebook/Meta ?TBD
AI OpenAI, Microsoft,
Google
?TBD

6. NASA: Historic Temperature Anomalies By Latitude

7. ISSIP Ambassador Panel:
Improving the Sustainability of Service
Systems: Current Issues and Challenges
Marialuisa Saviano, University of Salerno
ASVSA, Association for Research on Viable Systems
IASS, Italian Association for Sustainability Science
Service Systems Serving Sustainability

8. Service Systems Serving Sustainability
ØService Systems are excellent in serving any of the SDGs and mainly
one of the fundamental requirements for the overall success of
Agenda 2030:
The integration of the SDGs
The current situation:
ØVery slow progress in the achievement of the SDGs
ØShift of the focus from how to improve the Sustainability of Service
Systems to how to improve the Service Systems’ contribution to the
overall progress towards Sustainability
Marialuisa Saviano – msaviano@unisa.it
https://www.slideshare.net/wajihahwafa/sustainable-development-goals-177368044

9. https://www.slideshare.net/wajihahwafa/sustainable-development-goals-177368044
Marialuisa Saviano – msaviano@unisa.it
* DIRECTORATE-GENERAL FOR EXTERNAL POLICIES. IN-DEPTH ANALYSIS Achieving the UN Agenda 2030: Overall actions for the
successful implementation of the Sustainable Development Goals before and after the 2030 deadline, January 2023.
1. Achieving the Global commitment
2. Avoiding conflicts and instability
Ø The best scenario of "Sustainability as a driver of wellbeing and growth» is
at risk because: "There could be a lack of global commitment to the same
values, potential conflicts and consequent instability"
(European Parliament, IN DEPTH ANALYSIS, January 2023, p. 38*)
Issues
Ø "Shortage of robust theories that adequately address […] the
convergence of individual, corporate, and governmental practices
needed for transformation to occur» *
( https://www.servsig.org/wordpress/2023/03/cfp-amsr-theories-of-sustainability/)
Service Systems Serving Sustainability
Challenges
3. Framing the convergence toward sustainability
Requirement

10. A metaphor
Marialuisa Saviano – msaviano@unisa.it
We can see the two challenges as
reinforcing and balancing
loops that must be governed:
- the wave against the shore
(Reinforcing due to potential conflicts and instability)
- the undertow, the return motion of the wave
(Balancing through global commitment to the same values)

11. Socio
economic
solutions
Living systems
necessities
Emerging
dissatisfaction
and conflicts
Government Industry
Science
New balance
between the
State and the Civil
Society
Laws
Norms
Rules
Qualification of
new resources
New social
ecological
possibilities
(Innovation and change)
Economic effects
Social and Environmental
impacts
Management
activities
Plans and
programmes
Elicitation
policies
Environment
Society
Economy
SD
People
Planet Prosperity
Partnership
Peace
Governance
decisions
Reinforcing loop
Balancing loop
Service Systems
Service Systems
ISSIP
Service Systems
ISSIP
Source: Elaboration by Sergio Barile, 2022 and Barile & Saviano, 2015, 2023
on Etzkowitz & Leydesdorff (1995) and Elkington (1999). www.asvsa.org.
In turbulent times
the sea begins to stir
Elicitation
is a key process to
recover a new
consonance
Agenda 2030
Next
Generation
EU
(NRRP)
National
Recovery and
Resilience
Plan
ü "Global commitment"
ü "Same values"
ü "Potential conflicts"
ü "Instability"
United
Nations
EU
Government
Italian
Government
3. Framing the convergence
toward sustainability
ISSIP

12. Marialuisa Saviano, University of Salerno, Italy
ASVSA, Association for Research on Viable Systems
IASS, Italian Association for Sustainability Science
msaviano@unisa.it
* Etzkowitz, .H.; Leydesdorff, L.(1995). "The Triple Helix -- University-Industry-Government
Relations: A Laboratory for Knowledge Based Economic Development". Rochester, NY.
* Elkington, J. (1999). Cannibals with forks: the triple bottom line of 21st century business.
Oxford: Capstone

13. References
Barile, S., (2022). Business Management in a Viable Systems Perspective, G. Giappichelli Editore, Torino.
Barile, S., & Saviano, M. (2018). Complexity and sustainability in management: insights from a systems perspective. Social dynamics in a systems perspective, 39-63.
Barile, S., & Saviano, M. (2021). Interdisciplinary Systems Thinking for a New Scientific Paradigm: Toward a Re-founding of Human Values. Multiplicity and Interdisciplinarity: Essays in Honor of Eliano
Pessa, 17-39.
Barile, S., Lusch, R., Reynoso, J., Saviano, M., & Spohrer, J. (2016). Systems, networks, and ecosystems in service research. Journal of Service Management.
Barile, S., Orecchini, F., Saviano, M., & Farioli, F. (2018). People, technology, and governance for sustainability: The contribution of systems and cyber-systemic thinking. Sustainability Science, 13,
1197-1208.
Chen, Y., Spohrer, J., & Lelescu, A. (2008, July). Three factors to sustainable service system excellence: A case study of service systems. In 2008 IEEE International Conference on Services
Computing (Vol. 2, pp. 119-126). IEEE.
Elkington, J. (1999). Cannibals with forks: the triple bottom line of 21st century business. Oxford: Capstone.
Etzkowitz, .H.; Leydesdorff, L.(1995). "The Triple Helix -- University-Industry-Government Relations: A Laboratory for Knowledge Based Economic Development". Rochester, NY.
Farioli, F., Barile, S., Saviano, M., & Iandolo, F. (2018). Re-reading sustainability through the Triple Helix model in the frame of a systems perspective. The Sage Handbook of Nature, 3, 10-37.
Golinelli, G. M., Barile, S., Spohrer, J., & Bassano, C. The evolving dynamics of service co-creation in a viable systems perspective.
Golinelli, G. M. (2010). Viable systems approach (VSA). Governing business dynamics.
Lusch, R. F., & Spohrer, J. C. (2012). Evolving service for a complex, resilient, and sustainable world. Journal of Marketing Management, 28(13-14), 1491-1503.
Maglio, P. P., Kwan, S. K., & Spohrer, J. (2015). Commentary—Toward a research agenda for human-centered service system innovation. Service Science, 7(1), 1-10.
Ng, I., Maglio, P. P., Spohrer, J., & Wakenshaw, S. (2019). The study of service: from systems to ecosystems to ecology. The SAGE Handbook of Service-Dominant Logic, SAGE, London and Thousand
Oaks, CA, 230-240.
Pels, J., Barile, S., Saviano, M., Polese, F., & Carrubbo, L. (2014). The contribution of VSA and SDL perspectives to strategic thinking in emerging economies. Managing Service Quality, 24(6), 565-591.
Polese, F., Mele, C., & Gummesson, E. (2014). Addressing complexity and taking a systemic view in service research. Managing Service Quality: An International Journal.
Saviano, M., Barile, S., Farioli, F., & Orecchini, F. (2019). Strengthening the science–policy–industry interface for progressing toward sustainability: A systems thinking view. Sustainability
Science, 14(6), 1549-1564.
Saviano, M., Barile, S., Spohrer, J. C., & Caputo, F. (2017). A service research contribution to the global challenge of sustainability. Journal of Service Theory and Practice, 27(5), 951-976.

14. Toward A Sustainable Service Ecosystem
in California’s San Joaquin Valley
Paul P. Maglio
May 3, 2023

17. • California’s San Joaquin Valley includes the
most disadvantaged populations based on
unemployment and poverty, educational
attainment, housing burden, and linguistic
isolation, as well as the greatest risks of
health effects from exposure to
environmental degradation.
• Our goal is to drive inclusive economic
development, expanding access to
opportunity and addressing geographic
and racial disparities while advancing
environmental and public health benefits
for disadvantaged communities.
Source: August, L., Bangia, K., Plummer, L., Prasad, S., Ranjbar, K.,
Slocombe, A. & Wieland W. (2021). CalEnviroScreen 4.0. Office of
Environmental Health Hazard Assessment, California Environmental
Protection Agency..
Challenge and Approach

18. Circular Bioeconomy
• A circular bioeconomy is an economy that forgoes the traditional linear
economic model of ‘take-make-consume-throw away’ for one that uses
the power of biotechnology, design for bioproduction, and machine
learning/artificial intelligence to create an economic system in which waste
products serve as inputs to create highly valued products and materials
Hodgson, A., Alper, J. & Maxon, M. E. (2022). The U.S. Bioeconomy: Charting a Course for a Resilient and Competitive Future. New York, New York: Schmidt Futures.
• Circular economy models have become an important component of many
nations’ strategies for achieving their commitments to tackle climate
change as part of the Paris Agreement
UNFCCC. (2015). Adoption of the Paris Agreement FCCC/CO/2015/L.9/Rev.1.

19. A regional effort with partners
throughout the San Joaquin
Valley to create a robust
coordinated service ecosystem
that accelerates the
development of innovations to
improve environmental
sustainability across the food
and agriculture supply chain and
nurtures a more vibrant,
inclusive economy to create
family-sustaining jobs.
Circular Bioeconomy Innovation Collaborative

20. Specific Outcomes
By creating a circular bioeconomy that addresses pollution from organic waste and
reduces reliance on petrochemicals, we aim to
• nurture a more vibrant and inclusive regional economy that expands access
to family-sustaining jobs
• accelerate the national transition to a net-zero carbon economy through
advancement of bio-based climate solutions
• promote a more resilient and sustainable food and agriculture system
• improve environmental and public health outcomes among vulnerable
communities that surround agricultural activities
• advance racial equity and build community wealth through sector and
workforce development strategies that center diversity, equity, inclusion,
and access

22. Can digital technologies help address some of the
sustainability of service systems challenges?
Mohamed Zaki
Deputy Director

23. Service innovation and sustainability challenges at the intersection
of the digital, physical and social realms?
Traditional Repair (TR)
Remote
Maintenance (RM)
B2B Predictive
Solutions (PS)
Asset Management
(machine to machine) (AM)
VR Simulations -
Big Diggers, Pilots
Digital Asset Twin (DT)
System/Solution
Engineering Services(ES)
Automated
Software
Patches (SP)
Physical realm
Social realm
High complexity
Low complexity
High social presence Low social presence
Digital realm
High density
Low density
TR: LD,HP,HS
RM: HD,LP,HS
DT: HD,LP, LS
PS: HD,HP,HS
VR: HD,LP, LS
ES:LD, LP,HS
SP: LD,LP,LS
AM:LD,HP,LS
Environmental choices
(e.g. climate change)
Economic choices (e.g.
prices)
Social choices (e.g. well-
being, Live experience,
contextual situation)
Ruth N. Bolton, Janet R. McColl-Kennedy, Lilliemay Cheung, Andrew Gallan, Chiara Orsingher, Lars Witel and Mohamed Zaki (2018), Customer experience challenges: bringing together digital, physical and
social realms. Journal of Service Management, 29(5), 776–808.
Other choices (e.g……)

24. Can digital innovation help trade-off challenges among sustainability
choices in the service ecosystem?
HOSPITAL
• Several choices for actors being how to affect
each other
• Poor connectivity between actors in service
ecosystems (transport, healthcare,……) to
support sustainability

25. Some inhibitors
Cost
Ownership
Closed ecosystems
Cybersecurity
Pipeline business/sustainability
value creation thinking
Data sharing
obstacles
System integration
Fidelity
Paradox of choice
Base of the pyramid (BoP) or scarcity
Autonomy vs interdependence