Purpose – The purpose of this paper is to highlight how systems thinking contributes to decision making in uncertain contexts that are characteristic of service systems. Based on the assumption that service systems face complex conditions, the paper posits that systems thinking may support the...

Purpose – The purpose of this paper is to create awareness on the need for lifting up the level of analysis in service research by focusing on systems, networks, and ecosystems to contribute to the research expansion of the traditionally narrow view of service. Design/methodology/approach –...

The aim of this paper is to propose a systems interpretation of the concept of complexity and its implications for a theoretical discussion of the concept of boundary in complex service systems. The proposal highlights the interpretative contribution of a dual perspective of observation that...