Stephen Kwan
San Jose State University, Management Information Systems, Faculty Member
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The computing system is an expensive and valuable resource to its user community. As with other scarce resources, management is concerned with both the effective and efficient performance of the system. Traditionally, the effectiveness... more
The computing system is an expensive and valuable resource to its user community. As with other scarce resources, management is concerned with both the effective and efficient performance of the system. Traditionally, the effectiveness and efficiency issues have been dealt with separately. The efficient performance of the computing system is enhanced by the research in hardware and software technology. Advances in the system effectiveness research have been from information economics, user-oriented studies and microeconomics applications. Each approach by itself, deals with only one aspect of the management of the system. In this research, a broader view of the management of the computing system is proposed. The effectiveness and efficiency issues are treated as a joint problem. The decision makers in the environment of the computing system are using it as a data processing tool. The computing system's internal allocation of resources is represented by the Job and Task Manager functions. An intermediary, called the Job Contractor, is introduced between the computing system and its environment. The function of the Job Contractor is to maintain a market environment by supervising the cooperative exchange of information and agreements between supplies (the system's view of availability of resources) and demands (the decision maker's preferences of processing options). With this cooperative exchange system, the decision maker can employ the services of the computing system more effectively and the system can allocate its resources more efficiently.
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Page 1. Customer-Driven Value Co-creation in Service Networks Stephen K. Kwan and Soe-Tsyr Yuan Abstract Service Dominant Logic (SDL), a contemporary view of services as a foundation of all economic exchange, takes ...
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Page 1. Queueing Systems, 3 (1988) 265-276 265 A SIMULATION MODEL FOR DETERMINING VARIABLE WORKER REQUIREMENTS IN A SERVICE OPERATION WITH TIME-DEPENDENT CUSTOMER DEMAND Stephen ...
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Research Interests: Business, Marketing, Advertising, Retail, Research, and 3 moreReview, Digitalization, and Omnichannel
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Purpose – As advanced technologies drive changes in digital service and service systems across industries, what are the implications for the Human-Side of Service Engineering (HSSE)? This work updates previous HSSE frameworks (Freund &... more
Purpose – As advanced technologies drive changes in digital service and service systems across industries, what are the implications for the Human-Side of Service Engineering (HSSE)? This work updates previous HSSE frameworks (Freund & Spohrer 2012, Freund & Cellary 2017), and extends Service Science, Management, Engineering, and Design (SSMED) studies (Spohrer & Kwan 2009). Newly included are HSSE areas related to determinants of trust: standards, experience, public policy, privacy & ethics. All of these are types of shared information resources that influence trust between actors and will be impacted by advances in Artificial Intelligence (AI). These updates are needed, as the impact of Information Technology (IT) on service systems continues to expand, and AI technologies successfully emulate more human capabilities, including skillful deceit. IT solutions for service systems requirements are widely employed and accepted, but they can also create new challenges and unintended con...
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Recent increases in interest in the development of service standards among standards organizations follow the trend of growth in the service sector. This research in progress reviews the relationship between service science research and... more
Recent increases in interest in the development of service standards among standards organizations follow the trend of growth in the service sector. This research in progress reviews the relationship between service science research and service standardization to determine whether there are areas of convergence and mutual influence and opportunities to increase exchanges between these two sides for mutual benefit. Service standards published by ISO and current service standards projects were categorized into Types (1) back stage, and (2) front stage of service activities. The definitions of “service” were also extracted from ISO standards to determine their commonality with service science concepts. It was found that ISO service standards were mostly related to back stage of service activities but some increase in projects with front stage orientation was seen. There was scant evidence that the definition of service used in standards had some commonality with service science concept...
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The concept of value co-creation is a fundamental theme of Service-Dominant Logic, which has been an important theme of current research thinking in service science. This concept has become more complex since more and more service systems... more
The concept of value co-creation is a fundamental theme of Service-Dominant Logic, which has been an important theme of current research thinking in service science. This concept has become more complex since more and more service systems are configured as service networks with a concomitant increase in the number and interaction of stakeholders. Single provider service systems are becoming more rare as globalization and technological advances are changing revenue sources and business models. The purpose of this research is to develop a conceptual model for constructing effective value propositions for stakeholders in the design of service system networks. This Value Proposition Model (VPM) will take an approach that considers both the stakeholders (esp. the customer) and the providerâs perspectives in value determination. The model will be useful in the development of the business model for a service system in ensuring that the value systems of the stakeholders are taken into con...
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This contributed volume presents the experiences, challenges, trends, and advances in Service Science from Japans perspective. As the global economy becomes more connected and competitive, many economies depend the service sector on for... more
This contributed volume presents the experiences, challenges, trends, and advances in Service Science from Japans perspective. As the global economy becomes more connected and competitive, many economies depend the service sector on for growth and prosperity. A multi-disciplinary approach to Service Science can potentially transform service industries through research, education, and practice. Offering a forum for best practices in Service Science within Japan, the volume benefits its audience by sharing viewpoints from a wide range of geographical regions and economies. The book is organized as follows: Foundations of Service Science and the service industry sector Public/Private sector partnerships, policies, trade in services, future prospects Contributions from science, social science, management, engineering, design as well as industry sector perspectives Road-maps, methodology, business development, strategies and innovative models, application of information technology, performance measures, and service system design Education and workforce development Case studies from practice, research and educational community Future Directions in Japan This book includes three Forewords written by key leaders in Service Science: Takayuki Aso (Ministry of Education, Culture, Sports, Science & Technology in Japan) Yasuhiro Maeda (Director, Service Affairs Policy Division METI) Norihisa Doi (Professor Emeritus, Keio University and Service Science, Solutions and Foundation Integrated Research (S3FIRE) Program Officer, JST/RISTEX)
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Page 1. Kwan IAMOT 2006 1/7 Open Source and Open Standards Effects on Software Industry in Emerging Economies Stephen K. Kwan, Ph.D Management Information Systems College of Business San José State University San José, CA 95192-0244... more
Page 1. Kwan IAMOT 2006 1/7 Open Source and Open Standards Effects on Software Industry in Emerging Economies Stephen K. Kwan, Ph.D Management Information Systems College of Business San José State University San José, CA 95192-0244 kwan_s@cob.sjsu.edu ...
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We carried out a qualitative investigation of a pioneer of the Industrial Internet of Things operating in Silicon Valley since 1989. We reconstructed a sequence of strategic turns and conceptualized their current business model in a way... more
We carried out a qualitative investigation of a pioneer of the Industrial Internet of Things operating in Silicon Valley since 1989. We reconstructed a sequence of strategic turns and conceptualized their current business model in a way that is relevant for several other industries enabled by the Internet, generalizing Thompson’s concept of mediating technologies in order to adapt it to contemporary, knowledge-based economies. We propose an interpretive framework for mediating technologies that we express by means of semantic networks.
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Service Science introduced the abstraction of service systems, which while jointly interacting can cocreate value. The term “cocreation” captures the collaborative nature of value creation. Whilst value, between two or more service... more
Service Science introduced the abstraction of service systems, which while jointly interacting can cocreate value. The term “cocreation” captures the collaborative nature of value creation. Whilst value, between two or more service entities, is always cocreated, value-cocreation is rarely considered in designing a service even though this is a main design driver that leads to successful construction of Value Propositions1 (VP). The presence of multiple channels (in-person, phone, and web) may give rise to opportunities for enhanced value-cocreation. Still, different channels may lead the beneficiary of the service to interact as a value coproducer, linking value-cocreation to his/her capability to properly perform the service. The authors explore the opportunity to increase the value cocreated in a service process through improved design using multiple channels. The authors develop a method that guides service designers in the construction of more effective multichannel Value Propos...
This paper presents an analysis of how the business models of organizations are getting transformed in the Marketspace created by the Internet and WWW. We use a model comprising the four P's Product, Price, Promotion and Placement and... more
This paper presents an analysis of how the business models of organizations are getting transformed in the Marketspace created by the Internet and WWW. We use a model comprising the four P's Product, Price, Promotion and Placement and one C Customer Relationship. We study how these four P's and one C are being transformed by the fundamental characteristics of real-time interactivity and global connectivity in the Marketspace. Our conclusions are drawn from the results of a recent survey of 167 organizations chosen from a number of sectors across the globe. We observe that few organizations are exploiting the unique business potential of the Marketspace. Most organizations are simply transporting limited aspects of their current business models into the Marketspace. Transforming Business in the Marketspace Pioneer organizations are today using the Internet to adapt, and in some cases revolutionize, their business models and create innovative forms of customer relationships [1...
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Haya Shida, Subscribe (Full Service), Register (Limited Service, Free), Login. Search: The ACM Digital Library The Guide. ...
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Page 1. Customer-Driven Value Co-creation in Service Networks Stephen K. Kwan and Soe-Tsyr Yuan Abstract Service Dominant Logic (SDL), a contemporary view of services as a foundation of all economic exchange, takes ...
A survey of MIS professionals and end users in corporations is used to develop an understanding of the impact of End User Computing on the corporate information processing environment. Traditional corporate MIS department's... more
A survey of MIS professionals and end users in corporations is used to develop an understanding of the impact of End User Computing on the corporate information processing environment. Traditional corporate MIS department's role and degree of involvement in the initiation and development of End User Computing in the corporation is investigated. The study chronicles the evolution of EUC activities
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5 UNCERTAIN, INCOMPLETE, AND INCONSISTENT DATA IN SCIENTIFIC AND STATISTICAL DATABASES Stephen Kwan* Frank Olken** Doron Rotem*** * Management Information Systems Department School of Business San Jose State University San Jose, CA 95192,... more
5 UNCERTAIN, INCOMPLETE, AND INCONSISTENT DATA IN SCIENTIFIC AND STATISTICAL DATABASES Stephen Kwan* Frank Olken** Doron Rotem*** * Management Information Systems Department School of Business San Jose State University San Jose, CA 95192, USA *" ...
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A survey of MIS professionals and end users in corporations is used to develop an understanding of the impact of End User Computing on the corporate information processing environment. Traditional corporate MIS department's role and... more
A survey of MIS professionals and end users in corporations is used to develop an understanding of the impact of End User Computing on the corporate information processing environment. Traditional corporate MIS department's role and degree of involvement in the initiation and development of End User Computing in the corporation is investigated. The study chronicles the evolution of EUC activities
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Page 1. Queueing Systems, 3 (1988) 265-276 265 A SIMULATION MODEL FOR DETERMINING VARIABLE WORKER REQUIREMENTS IN A SERVICE OPERATION WITH TIME-DEPENDENT CUSTOMER DEMAND Stephen ...
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Databases in large organizations are used for supporting the storage and manipulation of both operational and aggregate data. The operational data is characterized by frequent updates based on changes to values of items in the real world.... more
Databases in large organizations are used for supporting the storage and manipulation of both operational and aggregate data. The operational data is characterized by frequent updates based on changes to values of items in the real world. Aggregate data is used in statistical analysis for decision making, forcasting and formulation of business strategies. The accuracy of the results of statistical