A Multilayer Framework for Service System Analysis

As service science evolves as a discipline, an important ongoing focus for research has been modeling and representing entities as service systems in order to understand, represent, and innovate within service systems. Recently, there has been interest in exploring how data and data analytics are enabling service innovations within more traditional organizations. In this chapter, we present and evaluate a multilayer framework and analysis technique that can be used to describe an organization as a service system. The framework characterizes service systems within institutional arrangements, identifies key service system components, and describes the service ecosystem, internal relationships, and value-cocreating interactions. To test and validate the framework, we present the results of using the framework to analyze a mining company as a service system and identify ways in which data-intensive technologies can be used to integrate service innovations within it.