Viable service systems and decision making in service management

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Badinelli, Ralph D. ; Barile, Sergio ; Ng, Irene C. L. ; Polese, Francesco ; Saviano, Marialuisa ; Di Nauta, Primiano (2012)
  • Publisher: Warwick Manufacturing Group
  • Subject: HF

This paper addresses decision making in the management of complex service systems,\ud highlighting the contribution of the viable systems approach as an interpretative and\ud governance methodology based on systems thinking.\ud In the last few decades, business management has undergone significant changes due to\ud rapid developments in markets. New competitive strategies and technologies have\ud stimulated global discussion about business models and tools (Ghoshal, 2005). The role of\ud relationships has become increasingly relevant in businesses, and researchers as well as\ud industries are shifting their focus to a service-oriented approach, moving from a paradigm\ud of product to one of service (IfM-IBM Cambridge SSME Report, 2008).
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