Badinelli, Ralph; Barile, Sergio; Ng, Irene; Polese, … - In: Journal of Service Management 23 (2012) 4, pp. 498-526
change that occurs when a systems approach is adopted. The offered conceptual perspective is then brought to an operational … understanding of service systems; adopting a Viable Systems Approach (VSA) as a meta‐model can be useful in fully comprehending … contribution of systems thinking, in particular of the Viable Systems Approach (VSA), to service management and decision making. …