Modeling Service Interaction Networks

Conference Paper
Leila Zamani
Joseph Davis
2012, August
Published in: 
Proceedings of the 18th Americas Conference on Information Systems (AMCIS2012), Seattle
Service systems rely on internal interactions of service provider agents and the external interactions with customers in the design and delivery of services. Careful analysis and modeling of such interactions are essential to the design of effective service systems. This research focuses on service interaction networks in the context of the design and delivery of information technology (IT)-centric services. We develop and test a model of service interaction networks effectiveness and investigate the effects of some of its structural properties on the effectiveness of service systems. We empirically investigate the validity of the model by using data from and develop and test a number of specific hypotheses. The results indicate that network centrality and the network density have negative impacts whereas network size has positive influence on service systems effectiveness.