@inbook{1f9d022b14e74278ba9ff3f299fe250d,
title = "A framework for the design of service systems",
abstract = "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.",
keywords = "service science, service systems, value co-creation, service innovation lifecycle, e3-control, e3-value",
author = "Y Tan and W Hofman and J. Gordijn and J Hulstijn",
year = "2011",
month = jan,
language = "English",
isbn = "9781441979049",
series = "Service Science: Research and Innovations in the Service Economy",
publisher = "Springer Verlag",
pages = "51--74",
editor = "H Demirkan and J.C. Spohrer and BV Krishna",
booktitle = "Service Systems Implementation",
address = "Germany",
}