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Trading zones, Normative Scenarios, and Service Science

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Handbook of Service Science

Abstract

This chapter will consider how service science could transform socio-technical systems in beneficial ways. The term socio-technical system is used in the science and technology studies (STS) literature to refer to the way in which technological and human activity are tightly coupled (M. E. Gorman , 2008). Beneficial here refers both to improvements in quality of life and to increasing revenue for services—complementary objectives, because adding social value is one way of creating sources of revenue.

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Notes

  1. 1.

    For more on front and back end services and the interaction between them, see Glushko and Tabas , “Bridging the “Front Stage” and “Back Stage” in Service System Design”, available on-line (http://repositories.cdlib.org/ischool/2007-013/ ).

  2. 2.

    The philosopher-of-science Thomas Kuhn recognized the importance of working towards at least a common jargon when crossing these kinds of disciplinary and practice boundaries: “what the participants in a communication breakdown can do is recognize each other as members of different language communities and then become translators. Taking the differences between their own intra- and inter-group discourse as itself a subject for study, they can first attempt to discover the terms and locutions that, used unproblematically within each community, are nevertheless foci of trouble for inter-group discussions.” (Kuhn, 1962) p. 202.

  3. 3.

    See “Succeeding through service innovation : Developing a service perspective on economic growth and prosperity”, Cambridge Service Science , Management and Engineering Symposium, Cambridge University, July 14-15, 2007 (www.ifrm.eng.cam.ac.uk/ssme). p. 12.

  4. 4.

    Taleb argues that instead of trying to predict, we should be prepared to be surprised (Taleb, 2007). In a resilient system, failure of a component sub-system does not crash the whole, because system components are not tightly coupled (Perrow, 1984).

  5. 5.

    To an extent, this already goes on informally at meetings like Frontiers in Service, but these efforts could be accelerated by having a workshop similar to the one that produced the Cambridge Manifesto.

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Authors and Affiliations

  1. University of Virginia, Charlottesville, VA, USA

    Michae E. Gorman

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  1. Michae E. Gorman
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Correspondence to Michae E. Gorman .

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Editors and Affiliations

  1. IBM Research - Almaden, Harry Road 650, San Jose, 95120-6099, USA

    Paul P. Maglio

  2. IBM Research - Almaden, Harry Road 650, San Jose, 95120-6099, USA

    Cheryl A. Kieliszewski

  3. IBM Research - Almaden, Harry Road 650, San Jose, 95120-6099, California, USA

    James C. Spohrer

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Gorman, M.E. (2010). Trading zones, Normative Scenarios, and Service Science . In: Maglio, P., Kieliszewski, C., Spohrer, J. (eds) Handbook of Service Science. Service Science: Research and Innovations in the Service Economy. Springer, Boston, MA. https://doi.org/10.1007/978-1-4419-1628-0_29

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