Innovation and Big Data in Smart Service Systems

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Paul P. Maglio
Chie-Hyeon Lim


As traditionally measured, services, which include everything from transportation to retail to healthcare to entertainment to hospitality and more, account for most economic activity. Taking a more modern view, we define service as value creation that occurs within systems of interacting economic actors. Service systems have been getting smarter over time, as big data analytics have been used to generate information and automate operations that create ever more value for people in the service systems. In this short letter, we describe some of our perspective on the use of big data analytics in smart service systems, suggesting one framework for thinking about big data in this context and outlining a set of research issues.

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Author Biography

Paul P. Maglio, University of California, MERCED

Paul P. Maglio is a Professor of Technology Management at the University of California, Merced, and a research staff member at IBM Research, Almaden. He holds a bachelor's degree in computer science and engineering from MIT and a Ph.D. in cognitive science from the University of California, San Diego. One of the founders of the field of service science, Dr Maglio serves on the editorial boards of the Journal of Service Research and of Service Science, and was lead editor of the Handbook of Service Science. He has published more than 100 papers in computer science, cognitive science, and service science.