Network Activities

Case Studies in Service Innovation: Two day conference: June 14th/15th 2010

Case studies in Service Innovation > Keynote Speakers

Service Systems, Value Propositions, and Service Innovation

Stephen K. Kwan, Ph.D
Professor, MIS
College of Business
San José State University
San José, California, USA



Service Science, Management, Engineering, and Design (SSMED) [1] or Service Science for short, is an emerging discipline aimed at understanding and innovating Service Systems. We will describe a framework of Service Systems and its components’ relationship with the stakeholders in the economic environment of Service Worlds. The importance of value co-creation as a fundamental tenet of Service Systems is emphasized in this framework. We will also illustrate with case studies a variety of value propositions among the stakeholders from simple Service Systems to Service Value Networks representing stages in customer empowerment and innovation in business models for services.

[1] Spohrer, J., Kwan, S.K. “Service Science, Management, Engineering, and Design (SSMED):  An Emerging Discipline – Outline and References”, International Journal of Information Systems in the Service Sector, 1(3), 2009.

Dr. Kwan was the founding chair of the department and had served as the Senior Associate Dean of the College. He is currently working on the implementation of a Service Science, Management and Engineering (SSME) program at his university, and the promotion of education and research about standardization in US universities. He is a member of the American National Standards Institute (ANSI) Committee on Education and The International Community for Education about Standardization (ICES). He started the Special Interest Group on Services (SIGSVC) in the Association for Information Systems (AIS) and currently serves as the Vice Chair. He works closely with IBM and is a recipient of multiple IBM Faculty Awards. He received a B.S. and M.S. in Computer Science from the University of Oregon, and a Ph.D. in Management from UCLA.