Metamodel for Service Design and Service Innovation: Integrating Service Activities, Service Systems, and Value Constellations

This paper presents a metamodel that addresses service system design and innovation by traversing and integrating three essential layers, service activities, service systems, and value constellations. The metamodel's approach to service systems as service-in-operation is an alternative to another currently used approach that views service systems as systems of economic exchange. The metamodel addresses service science topics including basic concepts of service science, design thinking for service systems, decomposition within service systems, and integration of IT service architecture with customer services. This paper's contributions to service science include clarifications concerning concepts such as service, service system, customer, product/service, coproduction and cocreation of value, actor roles, resources, symmetrical treatment of automated and non-automated service systems, and the relationship between service-dominant logic and service systems. Many articles have discussed these topics individually. Few, if any, have tied them together using an integrated metamodel.

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