A Conceptual Model Supporting Systematic Design of Service Governance Systems

Zhongjie Wang, Haomai Shi, Xiang He, Hanchuan Xu

Abstract: Digital service systems have dominated our daily lives for satisfying various demands with almost no time and location constraints. Service providers need to take necessary actions to change specific behaviors of service systems to optimally comply with continuously-changing internal and external factors, e.g., new-issued laws and regulations, temporal and spatial distribution of user demands. This is called governance of service systems. Although there have been many approaches for guiding service system design, there are no systematic approaches for the design of the corresponding governance systems. By unifying existing studies on service governance, we propose a conceptual model and the corresponding design process of governance systems. A case study on the governance of an e-Business service systems is briefly demonstrated. Several challenges and opportunities are listed for future research. To sum up, this paper attempts a doable approach of "governing digital service systems by digital governance systems".