Service System

A service system (or customer service system, CSS) is a configuration of technology and organizational networks designed to deliver services that satisfy the needs, wants, or aspirations of customers. Marketing, operations, and global environment considerations have significant implications for the design of a service system. Three criteria used to classify service systems include: customer contact, capital intensity, and level of customer involvement. Properly designed service systems employ technology or organizational networks that can allow relatively inexperienced people to perform very sophisticated tasks quickly — vaulting them over normal learning curve delays. Ideally, empowerment of both service provider employees and customers (often via self service) results from well designed service systems.

Service systems range from an individual person equipped with tools of the trade (e.g., architect, entrepreneur) to a portion of a government agency or business (e.g., branch office of a post office or bank) to complete multinational corporations and their information systems (e.g, Domino's Pizza, Federal Express). Hospitals, universities, cities, and national governments are designed service systems. The language, norms, attitudes, and beliefs of the people that make up a service system may evolve over time, as people adjust to new circumstances. In this sense, service systems are a type of complex system that is partially designed and partially evolving. Service systems are designed to deliver or provision services, but they often consume services as well.

Ref: wikipedia