Services, once considered a residual economic activity of the manufacturing sector, have come to play a major role in our economy. Researchers have started to investigate the paradigmatic changes at play in the service sector, but these efforts have yet to result in strong theoretical constructs. Indeed, current service models focus on particular aspects of services. There is thus a need for integrated theories and models of services able to describe their nature. Such models can act as an effective bridge between the understanding of service systems and the design of Information Systems able to facilitate stakeholder interactions and service adaptation. Current literature on services mostly consists of discussions and studies where pre-existing management and economic theories frame the understanding of services. Yet, it is not clear if and how these theories apply to real-life services. In order to explain the principles governing modern service systems, theories need to be inductively generated from empirical research.
My research project aims at using methods and theorical insights from Social Sciences to develop conceptual models of services. To adequately express the process of co-creation, the nature of the resulting service and its perceived value by those involved, current modeling approaches such as agent orientation will be adapted. The method of grounded theory will guide the systematic analysis of contractual service projects, ensuring a strong cohesion between the conceptual models and the phenomena they try to express. Participant and peer validation will be used to refine conceptual models and reflect on their descriptive, analytical and design capabilities. The resulting conceptual models of service systems will contribute to the field of Information Systems analysis and design by proposing extensions to current conceptual modeling approaches leading to Service-Oriented Information Systems design.
