Using Service Scenarios to Model Business Services

Research output: Working paperResearch


  • I 2008 05

    Final published version, 464 KB, PDF document

  • Department of Business Studies
  • Information Systems Research Group
The purpose of the paper is to present and evaluate the notion of service scenarios. A service is work done by a service executor in interaction with a service consumer. A service scenario is a model of a service system and the roles that are played by the actors participating and interacting during the execution of a service. The model represents the roles and the interactions between the participants. Service scenarios can be used to model specific services and roles played by human beings and IT systems in the execution of services. The use of service scenarios is demonstrated by means of a case study in a public library. The case study indicates that service systems should be understood as socio-technical systems in which service executors and service consumers co-create value in mutual interaction with each other and with a set of shared resources.
Original languageEnglish
Place of publicationAarhus
PublisherAarhus School of Business, Aarhus University, Department of Business Studies
Number of pages18
ISBN (Electronic)9788778823106
Publication statusPublished - 2008

    Research areas

  • Business services, Services scenarios, Activity systems, Interaction, Co-creation

See relations at Aarhus University Citationformats

Download statistics

No data available

ID: 43583