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

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.
Original languageEnglish
Title of host publicationService Systems Implementation
EditorsH Demirkan, J.C. Spohrer, BV Krishna
Place of PublicationHeidelberg
PublisherSpringer Verlag
Pages51-74
Number of pages24
ISBN (Print)9781441979049
Publication statusPublished - Jan 2011
Externally publishedYes

Publication series

NameService Science: Research and Innovations in the Service Economy

Fingerprint

Beer
International trade
Taxation

Keywords

  • 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.
Tan, Y ; Hofman, W ; Gordijn, J. ; Hulstijn, J. / A framework for the design of service systems. Service Systems Implementation. editor / H Demirkan ; J.C. Spohrer ; BV Krishna. Heidelberg : Springer Verlag, 2011. pp. 51-74 (Service Science: Research and Innovations in the Service Economy).
@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 = "1",
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",

}

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

A framework for the design of service systems. / Tan, Y; Hofman, W; Gordijn, J.; Hulstijn, J.

Service Systems Implementation. ed. / H Demirkan; J.C. Spohrer; BV Krishna. Heidelberg : Springer Verlag, 2011. p. 51-74 (Service Science: Research and Innovations in the Service Economy).

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

TY - CHAP

T1 - A framework for the design of service systems

AU - Tan, Y

AU - Hofman, W

AU - Gordijn, J.

AU - Hulstijn, J

PY - 2011/1

Y1 - 2011/1

N2 - 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.

AB - 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.

KW - service science

KW - service systems

KW - value co-creation

KW - service innovation lifecycle

KW - e3-control

KW - e3-value

M3 - Chapter

SN - 9781441979049

T3 - Service Science: Research and Innovations in the Service Economy

SP - 51

EP - 74

BT - Service Systems Implementation

A2 - Demirkan, H

A2 - Spohrer, J.C.

A2 - Krishna, BV

PB - Springer Verlag

CY - Heidelberg

ER -

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