Badinelli, Ralph; Barile, Sergio; Ng, Irene; Polese, … - In: Journal of Service Management 23 (2012) 4, pp. 498-526
/methodology/approach – This paper proposes an interpretation of complexity in the context of service systems, which highlights the perspective … level, in spite of the complexity of the decisions driving a viable system, by modelling a service system as a network of … discuss how systems thinking contributes to service management by proposing a systems interpretation of complexity. Findings …