Decision-making in smart service systems: A viable systems approach contribution to service science advances

Abstract

In contemporary dynamic markets, approaches to management based on systems theory have assumed increasing relevance, leading firms to valorise a holistic optic to challenge environmental changes. In particular, Viable Systems Approach (VSA) symbolizes the aforementioned holistic view of enterprises, introducing some innovative concepts that renovate traditional managerial paradigms in terms of decision-making. Simultaneously, in the field of service research, Service Science can be interpreted as an all-encompassing framework investigating the efficiency of firms, which are in turn intended as service systems; there are numerous points of convergence between Service Science research stream and the VSA. Therefore, this paper aims to combine the two, highlighting the common features, in order to propose insights for an integrated and shared macro level conceptualization of service systems and smart service systems. The main goal is to demonstrate the opportunities for capturing emerging contributes to Service Science advances. This can be achieved by fostering different views and paradigms, such as the VSA, thus avoiding a possible “missed call” from the existing worldwide Service Science research community.