The aim of this paper is to propose a systems interpretation of the concept of complexity and its implications for a theoretical discussion of the concept of boundary in complex service systems. The proposal highlights the interpretative contribution of a dual perspective of observation that...

Purpose – The purpose of this paper is to highlight how systems thinking contributes to decision making in uncertain contexts that are characteristic of service systems. Based on the assumption that service systems face complex conditions, the paper posits that systems thinking may support the...