On the IBM Service Science website there are some suggestions for research areas for SSME. One that resonates with me is:

People in Services

• Customer behavior in networked environment, service social network and models
• Organizational relationship, alignment, and culture

My research question at the moment is:

Where organizations have implemented service systems and service innovation cultures, how have staff teams been transformed and developed and what measures constitute success?

Sub-questions:

• What is service innovation?
• What are service systems?
• What are the expected results of service systems and innovation?
• What is the impact of service innovation on service culture?
• How is customer / service value determined?
• How scalable is service innovation and service systems?
• What management techniques are applicable to service innovation and service systems team transformation?
• What constitutes a service innovation?

Service Innovation and Innovative Services