文章基本信息

标题：Smart City as a Service System: A Framework to Improve Smart Service Management
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作者：Francesco Polese ; Antonio Botti ; Antonella Monda 等
期刊名称：Journal of Service Science and Management
印刷版ISSN：1940-9893
电子版ISSN：1940-9907
出版年度：2019
卷号：12
期号：01
页码：1-16
DOI：10.4236/jssm.2019.121001
出版社：Scientific Research Publishing
摘要：The paper proposes the re-conceptualization of the smart city as a service system, in line with the recent service theories, such as Service-Dominant logic and Service Science, Management, Engineering, and Design. Starting from a short literature review about service system and smart city, a model characterized by a reticular configuration is proposed. The framework identifies the most adequate organizational layout to foster resources exchange, value co-creation and enhance co-learning among multiple actors. The goal is to highlight that the development of collaborative logics, resulting in continuous processes of cooperation between public and private decision-makers and citizens, allows multiplying moments of value creation as a result of synergistic interactions. This collaborative logic involves citizens, who are seen as a system of customers with whom objectives and knowledge are shared and with which the engagement must be sought, as they represent fundamental partners in achieving the specific objective of value co-creation. The proposed framework highlights the systemic nature of both the smart city and the service system and proposes practical and theoretical implications for public and private services management.
关键词：Smart City;Service System;Service Management;ICT;Citizen Engagement