2008/09 Offerings as Commitments and Context: Service Systems from a Language Action Perspective

Author

David Ing

Abstract

The rise of the service economy contributes to turbulence in today’s world of business. This paper responds to the call for a new science of service systems with an approach based in the language-action perspective.

This understanding of service systems is founded on the concepts of offerings and co-production developed by Richard Normann and Rafael Ramirez. It is extended with a model of conversation for action by Fernando Flores and Terry Winograd, and a commitment management protocol by Stephan Haeckel.

Commitments to four types of obligations based in language-action are described, and placed in a larger context of peripheral events, language and action.

Keywords: service systems, offerings, co-production, language-action, commitments, context

Citation

David Ing, "Offerings as Commitments and Context: Service Systems from a Language Action Perspective ", Systemicist, volume 30, number 2 (Christine Welch and Jennifer M. Wilby, editors), pp. 154-172, presented at the UK Systems Society International Conference, St. Anne's College, Oxford, September 1, 2008.

Honors

Received the Best Student Paper Award for the UKSS 2008 Conference.

Content