Dynamics of Complex Service Systems

NERCCS 2019: Second Northeast Regional Conference on Complex Systems, April 3-5, 2019, Binghamton University, Binghamton, NY, USA

1 Pages Posted: 3 Oct 2019 Last revised: 14 Nov 2019

See all articles by Oleg V. Pavlov

Oleg V. Pavlov

Worcester Polytechnic Institute (WPI) - Department of Social Science & Policy Studies

Evangelos Katsamakas

Gabelli School of Business, Fordham University

Date Written: 2019

Abstract

This article suggests that important trends in education can be understood if we view and study universities as complex systems that provide educational services. Methodologically, we draw on the service science theoretical framework, which we adapt to education, and then supplement our analysis with a computational model. We build a system dynamics model that represents a typical US university. The model takes into account complex interrelationships between faculty, physical plant, tuition revenue, financials, reputation and service outcomes. We use the model to analyze the strategic behavior and resulting dynamics of a typical tuition-based university in the context of rapid and accelerating transformation caused by market forces.

Keywords: service science; higher education; university management; systems thinking

Suggested Citation

Pavlov, Oleg V. and Katsamakas, Evangelos, Dynamics of Complex Service Systems (2019). NERCCS 2019: Second Northeast Regional Conference on Complex Systems, April 3-5, 2019, Binghamton University, Binghamton, NY, USA, Available at SSRN: https://ssrn.com/abstract=3458567

Oleg V. Pavlov (Contact Author)

Worcester Polytechnic Institute (WPI) - Department of Social Science & Policy Studies ( email )

100 Institute Road
Worcester, MA 01609
United States

HOME PAGE: http://www.olegpavlov.org

Evangelos Katsamakas

Gabelli School of Business, Fordham University ( email )

140 West 62nd Street
New York, NY 10023
United States

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