Co-creation in action: an acid test of smart service systems viability

Purpose - The topic of Smart Service Systems (SSS), as recent evolution of service systems, is really interesting to deal with, because of its practical evidence as ground of studies on Service and as multi-domain application of many theoretical foundations affecting the systems view. This paper aims to focus on the connection between structural/system traits of SSS and the value co-creation therein, and how the achievement of a co-creative experience is effectively supportive of the SSS viability. Design/methodology/approach – In this conceptual paper, two main scientific propositions are methodologically presented as follows: i) Are we able to distinguish between ‘structural’ and ‘system’ features of SSS (according to the SS Paradigm) as drivers for value co-creation processes? ii) Are we able to define and investigate effective value co-creation processes as the blue-print for SSS viability and their ability to survive in the long run? The lens used for this kind of interpretation is showed by System studies and in particular by the Viable Systems Approach (VSA). Findings - Findings confirm a link among traits of SSS and value co-creation processes, especially regarding (i) multi-part specialized contribution, (ii) unopportunistic behaviours and (iii) working together for a common goal and collectively enjoying for obtained results (under a win-win logic). All of these evidences foster the smartness of SSS as the basis of their viability and the way to not lose the own identity over the time. Research limitations/implications - Limits of this work depends on the theoretical nature of reflections introduced up-to-know. This framework will stimulate future lines of research in service by deepening case studies or empirical surveys. Practical implications - Applying a smart context, smart practicalities, smart cities, smart organizations, smart operations and smart outcomes to modern service ‘events’, we can enjoy several important changes in our life. The assumptions made up in this paper find practical evidence on stage of studies on Service worldwide. Originality/value - Advances in Literature on Service Science (SS) lead us to better understand a number of insights on the essence, organization and design of SSS. In the same way Systems’ studies and reflections on System Thinking appear helpful to support observers particularly in defining structural and system traits, in order to highlight static pre-conditions and dynamic determinants featuring with value co-creation processes.