In this paper we want to demonstrate that nowadays - innovation is one of the key components of the service economy. Innovation today is not just a simple option for any service company, each and every one should use innovation to ensure revenues, profits and why not – survive on a more...

This paper explores the process of the adoption of value-added mobile services by investigating value-added services especially for information services. Determinants of mobile service intention, attitude, and usefulness were found to be significant factors. Personalization, mobility, user...

Although consumers value respect and expect to be respected by providing firms (Daskou et al., 2004) it appears that some industries (i.e., telecommunications as per Vittore (2001) fail to apply respect for the customer. In an effort to address the utility of recognising, appreciating and...

This article addresses a relevant question arising in <i>knowledge-intensive industries: modelling productivity</i>; an important issue of increasing importance in developed economies, (Drucker [Drucker, P. 1999. Knowledge-worker productivity: the biggest challenge. <i>California Management Review</i>.],...

The objective of this paper is to review recent developments in service theory and systems theory with a view to identifying common features between the two. In particular, the study explores the issue of whether so-called `smart service systems' can be understood in terms of the `viable systems...

We seek means of further improving the process of service innovation by providing conceptual framework that would uniformly model information about a service system. Since value co-creation is achieved through knowledge-based interactions, such a framework should be a connection-oriented one. We...

Service systems engineering (SSE) focuses on the systematic design and development of service systems. Guided by a value proposition, service systems enable value co-creation through a configuration of actors and resources (often including a service architecture, technology, information, and...

In the design and operation of service systems, it is important to determine an appropriate level of server utilization (the proportion of time each server should be working). In a multi-server queue with unlimited waiting space, the appropriate server utilization typically increases as the...

We study a capacity sizing problem in a service system that is modeled as a single-class queue with multiple servers and where customers may renege while waiting for service. A salient feature of the model is that the mean arrival rate of work is random (in practice this is a typical consequence...

We study a profit-maximizing firm providing a service to price and delay sensitive customers. We are interested in analyzing the scale economies inherent in such a system. In particular, we study how the firm's pricing and capacity decisions change as the scale, measured by the potential market...