Service systems design: An intentional agent perspective

Authors:
Lysanne Lessard;Eric Yu
Affiliations:
Faculty of Information, University of Toronto, Ontario, Canada;Faculty of Information, University of Toronto, Ontario, Canada
Venue:
Human Factors in Ergonomics & Manufacturing
Year:
2013

Citing 4
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Abstract

This article proposes to conceptualize service system entities as intentional agents in order to account for the high-level interests and expected benefits that drive their interactions. Such a conceptualization offers a useful ground for the design of service systems through agent-oriented modeling, in particular i* (short for distributed intentionality). i* could provide an improved support to the design of service system interactions by focusing on why actors engage in service relationships and how they evaluate the value of a service engagement. Such an approach goes beyond current process-based design approaches that support the design of service activities but that are unable to link them to actors' perception of value. We develop our argumentation from the results of a multiple-case study of knowledge-intensive business services (KIBS), in particular academic research and development service engagements. © 2012 Wiley Periodicals, Inc. © 2013 Wiley Periodicals, Inc.