A framework for the design of service systems

Y Tan, W Hofman, J. Gordijn, J Hulstijn

Research output: Chapter in Book/Report/Conference proceedingChapterScientificpeer-review


We propose a framework for the design and implementation of service systems, especially to design controls for long-term sustainable value co-creation. The framework is based on the software support tool e3-control. To illustrate the framework we use a large-scale case study, the Beer Living Lab, for simplification of customs procedures in international trade. The BeerLL shows how value co-creation can be achieved by reduction of administrative burden in international beer export due to electronic customs. Participants in the BeerLL are Heineken, IBM and Dutch Tax & Customs.
Original languageEnglish
Title of host publicationService Systems Implementation
EditorsH Demirkan, J.C. Spohrer, BV Krishna
Place of PublicationHeidelberg
PublisherSpringer Verlag
Number of pages24
ISBN (Print)9781441979049
Publication statusPublished - Jan 2011
Externally publishedYes

Publication series

NameService Science: Research and Innovations in the Service Economy



  • service science
  • service systems
  • value co-creation
  • service innovation lifecycle
  • e3-control
  • e3-value

Cite this

Tan, Y., Hofman, W., Gordijn, J., & Hulstijn, J. (2011). A framework for the design of service systems. In H. Demirkan, J. C. Spohrer, & BV. Krishna (Eds.), Service Systems Implementation (pp. 51-74). (Service Science: Research and Innovations in the Service Economy). Heidelberg: Springer Verlag.