A Conceptual Framework for Modelling Service Value Creation Networks

Abstract

Nowadays, services have become the major growth-driver of many economies. In fact, about 75% of GDP of developed countries comes from the service sector so that the global economy is dominated by this sector. A thorough understanding as well as innovative approaches, such as new methods, models and frameworks for a network of services systems is needed in order to succeed in the global economy. For this reason, this paper focuses on a conceptual framework for modelling service value creation networks. Firstly, it introduces the necessity for the conceptual framework. Secondly, it continues with literature review of service economy, service science, service systems and services. Thirdly, it presents the approach for modelling service value creation networks, which are defined as networks of service systems. Fourthly, the conceptual framework is proposed, including three levels: Service system level, Service value chain level, and Service value creation network level. Fifthly, an example about an offshore call centre as a service value creation network is illustrated. Finally, the paper ends with a conclusion, future directions and perspectives.