{"id":"https://openalex.org/W2114412732","doi":"https://doi.org/10.1109/soli.2012.6273574","title":"Universities as complex service systems: External and Internal perspectives","display_name":"Universities as complex service systems: External and Internal perspectives","publication_year":2012,"publication_date":"2012-07-01","ids":{"openalex":"https://openalex.org/W2114412732","doi":"https://doi.org/10.1109/soli.2012.6273574","mag":"2114412732"},"language":"en","primary_location":{"id":"doi:10.1109/soli.2012.6273574","is_oa":false,"landing_page_url":"https://doi.org/10.1109/soli.2012.6273574","pdf_url":null,"source":null,"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Proceedings of 2012 IEEE International Conference on Service Operations and Logistics, and Informatics","raw_type":"proceedings-article"},"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5089517730","display_name":"Gregorio Lella","orcid":null},"institutions":[{"id":"https://openalex.org/I116067653","display_name":"University of Rome Tor Vergata","ror":"https://ror.org/02p77k626","country_code":"IT","type":"education","lineage":["https://openalex.org/I116067653"]}],"countries":["IT"],"is_corresponding":false,"raw_author_name":"G. Lella","raw_affiliation_strings":["Department of Industrial Engineering, University of Roma Tor Vergata, Roma, Italy","Department of Industrial Engineering, University of Rome ``Tor Vergata'',    Via del Politecnico 1 (00133) Roma, Italy"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Industrial Engineering, University of Roma Tor Vergata, Roma, Italy","institution_ids":["https://openalex.org/I116067653"]},{"raw_affiliation_string":"Department of Industrial Engineering, University of Rome ``Tor Vergata'',    Via del Politecnico 1 (00133) Roma, Italy","institution_ids":["https://openalex.org/I116067653"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5035349254","display_name":"A. Fischetto","orcid":null},"institutions":[{"id":"https://openalex.org/I116067653","display_name":"University of Rome Tor Vergata","ror":"https://ror.org/02p77k626","country_code":"IT","type":"education","lineage":["https://openalex.org/I116067653"]}],"countries":["IT"],"is_corresponding":false,"raw_author_name":"A. Fischetto","raw_affiliation_strings":["Department of Industrial Engineering, University of Roma Tor Vergata, Roma, Italy","Department of Industrial Engineering, University of Rome ``Tor Vergata'',    Via del Politecnico 1 (00133) Roma, Italy"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Industrial Engineering, University of Roma Tor Vergata, Roma, Italy","institution_ids":["https://openalex.org/I116067653"]},{"raw_affiliation_string":"Department of Industrial Engineering, University of Rome ``Tor Vergata'',    Via del Politecnico 1 (00133) Roma, Italy","institution_ids":["https://openalex.org/I116067653"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5021797539","display_name":"Vittorio Cesarotti","orcid":null},"institutions":[{"id":"https://openalex.org/I116067653","display_name":"University of Rome Tor Vergata","ror":"https://ror.org/02p77k626","country_code":"IT","type":"education","lineage":["https://openalex.org/I116067653"]}],"countries":["IT"],"is_corresponding":false,"raw_author_name":"V. Cesarotti","raw_affiliation_strings":["Department of Industrial Engineering, University of Roma Tor Vergata, Roma, Italy","Department of Industrial Engineering, University of Rome ``Tor Vergata'',    Via del Politecnico 1 (00133) Roma, Italy"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Industrial Engineering, University of Roma Tor Vergata, Roma, Italy","institution_ids":["https://openalex.org/I116067653"]},{"raw_affiliation_string":"Department of Industrial Engineering, University of Rome ``Tor Vergata'',    Via del Politecnico 1 (00133) Roma, Italy","institution_ids":["https://openalex.org/I116067653"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5005597610","display_name":"Jim Spohrer","orcid":"https://orcid.org/0000-0002-9864-2735"},"institutions":[{"id":"https://openalex.org/I4210085935","display_name":"IBM Research - Almaden","ror":"https://ror.org/005w8dd04","country_code":"US","type":"facility","lineage":["https://openalex.org/I1341412227","https://openalex.org/I4210085935","https://openalex.org/I4210114115"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"J.C. Spohrer","raw_affiliation_strings":["Research Division, Almaden Research Center, IBM, San Jose, CA, USA","IBM Research Division , Almaden Research Center , 650 Harry Road, San Jose, CA 95120, USA"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Research Division, Almaden Research Center, IBM, San Jose, CA, USA","institution_ids":["https://openalex.org/I4210085935"]},{"raw_affiliation_string":"IBM Research Division , Almaden Research Center , 650 Harry Road, San Jose, CA 95120, USA","institution_ids":["https://openalex.org/I4210085935"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5088695762","display_name":"Guoqi Ren","orcid":"https://orcid.org/0000-0002-9602-9128"},"institutions":[{"id":"https://openalex.org/I4210085935","display_name":"IBM Research - Almaden","ror":"https://ror.org/005w8dd04","country_code":"US","type":"facility","lineage":["https://openalex.org/I1341412227","https://openalex.org/I4210085935","https://openalex.org/I4210114115"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"G. Ren","raw_affiliation_strings":["Research Division, Almaden Research Center, IBM, San Jose, CA, USA","IBM Research Division , Almaden Research Center , 650 Harry Road, San Jose, CA 95120, USA"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Research Division, Almaden Research Center, IBM, San Jose, CA, USA","institution_ids":["https://openalex.org/I4210085935"]},{"raw_affiliation_string":"IBM Research Division , Almaden Research Center , 650 Harry Road, San Jose, CA 95120, USA","institution_ids":["https://openalex.org/I4210085935"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5045656086","display_name":"Ying Tat Leung","orcid":null},"institutions":[{"id":"https://openalex.org/I4210085935","display_name":"IBM Research - Almaden","ror":"https://ror.org/005w8dd04","country_code":"US","type":"facility","lineage":["https://openalex.org/I1341412227","https://openalex.org/I4210085935","https://openalex.org/I4210114115"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"Y.T. Leung","raw_affiliation_strings":["Research Division, Almaden Research Center, IBM, San Jose, CA, USA","IBM Research Division , Almaden Research Center , 650 Harry Road, San Jose, CA 95120, USA"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Research Division, Almaden Research Center, IBM, San Jose, CA, USA","institution_ids":["https://openalex.org/I4210085935"]},{"raw_affiliation_string":"IBM Research Division , Almaden Research Center , 650 Harry Road, San Jose, CA 95120, USA","institution_ids":["https://openalex.org/I4210085935"]}]}],"institutions":[],"countries_distinct_count":2,"institutions_distinct_count":6,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":3.223,"has_fulltext":false,"cited_by_count":21,"citation_normalized_percentile":{"value":0.92384695,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":90,"max":98},"biblio":{"volume":null,"issue":null,"first_page":"422","last_page":"427"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T11114","display_name":"Service and Product Innovation","score":0.9983999729156494,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T11114","display_name":"Service and Product Innovation","score":0.9983999729156494,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9973000288009644,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T12256","display_name":"Facilities and Workplace Management","score":0.9657999873161316,"subfield":{"id":"https://openalex.org/subfields/3207","display_name":"Social Psychology"},"field":{"id":"https://openalex.org/fields/32","display_name":"Psychology"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.5212764739990234},{"id":"https://openalex.org/keywords/service","display_name":"Service (business)","score":0.4317563772201538},{"id":"https://openalex.org/keywords/knowledge-management","display_name":"Knowledge management","score":0.36652109026908875},{"id":"https://openalex.org/keywords/process-management","display_name":"Process management","score":0.36470091342926025},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.30038973689079285},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.0826697051525116}],"concepts":[{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.5212764739990234},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.4317563772201538},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.36652109026908875},{"id":"https://openalex.org/C195094911","wikidata":"https://www.wikidata.org/wiki/Q14167904","display_name":"Process management","level":1,"score":0.36470091342926025},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.30038973689079285},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.0826697051525116}],"mesh":[],"locations_count":2,"locations":[{"id":"doi:10.1109/soli.2012.6273574","is_oa":false,"landing_page_url":"https://doi.org/10.1109/soli.2012.6273574","pdf_url":null,"source":null,"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Proceedings of 2012 IEEE International Conference on Service Operations and Logistics, and Informatics","raw_type":"proceedings-article"},{"id":"pmh:oai:art.torvergata.it:2108/106628","is_oa":false,"landing_page_url":"http://hdl.handle.net/2108/106628","pdf_url":null,"source":{"id":"https://openalex.org/S4306400993","display_name":"Cineca Institutional Research Information System (Tor Vergata University)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I116067653","host_organization_name":"University of Rome Tor Vergata","host_organization_lineage":["https://openalex.org/I116067653"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"","raw_type":"info:eu-repo/semantics/conferenceObject"}],"best_oa_location":null,"sustainable_development_goals":[],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":18,"referenced_works":["https://openalex.org/W156800753","https://openalex.org/W1551440838","https://openalex.org/W1571446492","https://openalex.org/W1842308575","https://openalex.org/W1997261383","https://openalex.org/W1999063306","https://openalex.org/W2034674204","https://openalex.org/W2053122682","https://openalex.org/W2060006111","https://openalex.org/W2077449104","https://openalex.org/W2098916257","https://openalex.org/W2106099010","https://openalex.org/W2120355910","https://openalex.org/W2132708806","https://openalex.org/W2137373114","https://openalex.org/W2178270226","https://openalex.org/W3151006340","https://openalex.org/W6679959434"],"related_works":["https://openalex.org/W1964348855","https://openalex.org/W2077873308","https://openalex.org/W2997480799","https://openalex.org/W2795433734","https://openalex.org/W2348279676","https://openalex.org/W3021475143","https://openalex.org/W1979439403","https://openalex.org/W3122971585","https://openalex.org/W3174550866","https://openalex.org/W3128495152"],"abstract_inverted_index":{"Service":[0,12],"systems":[1,22,195,209],"are":[2,52,147],"a":[3,16,30,46,85,104,110,160],"main":[4],"focus":[5],"of":[6,11,19,32,68,112,126,136,143,163],"service":[7,21,26,36,62,172,194,208],"research;":[8],"the":[9,25,54,59,66,82,93,124,133],"advancement":[10],"Science":[13],"relies":[14],"on":[15,92,123],"thorough":[17],"understanding":[18],"how":[20],"work.":[23],"While":[24],"research":[27,204],"literature":[28],"offers":[29],"range":[31,162],"theories":[33],"to":[34,107,170],"examine":[35],"systems,":[37],"empirical":[38,203],"evidence":[39],"is":[40,70,99,168],"still":[41],"scarce.":[42],"This":[43],"paper":[44,189],"reports":[45],"recent":[47],"study":[48],"into":[49,193,205],"universities,":[50],"which":[51],"among":[53,155,179],"most":[55],"common":[56],"yet":[57],"probably":[58],"least":[60],"understood":[61],"systems.":[63],"More":[64],"specifically,":[65],"nature":[67],"universities":[69,102,120,137,206],"explored":[71],"from":[72],"both":[73],"external":[74,79],"and":[75,88,116,186,196,207],"internal":[76,130],"perspectives.":[77],"The":[78,129,188],"perspective":[80,131],"considers":[81],"university":[83],"as":[84,109,183],"single":[86],"entity":[87],"analyzes":[89],"its":[90],"impacts":[91],"city":[94],"it":[95,199],"resides":[96],"in.":[97],"It":[98],"found":[100],"that":[101],"have":[103],"significant":[105],"contribution":[106],"localities":[108],"source":[111],"employment,":[113],"expenditure,":[114],"knowledge":[115],"talent":[117],"supply.":[118],"Equally,":[119],"rely":[121],"heavily":[122],"support":[125],"local":[127],"communities.":[128],"reveals":[132],"inner":[134],"working":[135],"through":[138],"case":[139],"studies.":[140],"A":[141,165],"total":[142],"12":[144],"functional":[145],"domains":[146],"identified,":[148],"including":[149],"education,":[150],"research,":[151],"finance,":[152],"buildings,":[153],"utilities,":[154],"others,":[156],"with":[157],"each":[158],"providing":[159],"wide":[161],"services.":[164],"structured":[166],"method":[167],"developed":[169],"improve":[171],"quality":[173],"by":[174],"analyzing":[175],"value":[176],"co-creation":[177],"processes":[178],"different":[180],"stakeholders,":[181],"such":[182],"students,":[184],"faculties":[185],"administrators.":[187],"provides":[190],"fresh":[191],"insights":[192],"we":[197],"hope":[198],"will":[200],"inspire":[201],"more":[202],"in":[210],"general.":[211]},"counts_by_year":[{"year":2025,"cited_by_count":1},{"year":2022,"cited_by_count":1},{"year":2021,"cited_by_count":5},{"year":2020,"cited_by_count":2},{"year":2018,"cited_by_count":3},{"year":2017,"cited_by_count":1},{"year":2016,"cited_by_count":3},{"year":2015,"cited_by_count":1},{"year":2014,"cited_by_count":2},{"year":2013,"cited_by_count":1},{"year":2012,"cited_by_count":1}],"updated_date":"2026-06-11T09:08:48.828518","created_date":"2025-10-10T00:00:00"}