A service system (or customer service system, CSS) is a configuration of technology and

organizational networks designed to deliver services that satisfy the needs, wants, or
aspirations of customers.

"Service system" is a term very frequently used in the service management, service operations,
services marketing, service engineering, and service design literature. While the term
frequently appears, it is rarely defined.

One recent definition of a service system is a value coproduction configuration of people,

technology, internal and external service systems connected via value propositions, and shared
information (language, laws, measures, etc.). The smallest service system is a single person and
the largest service system is the world economy. The external service system of the global
economy is considered to be ecosystem services. Service systems can be characterized by the
value that results from interaction between service systems, whether the interactions are
between people, businesses, or nations. Most service system interactions aspire to be win-win,
non-coercive, and non-intrusive. However, some service systems may perform coercive service
activities. For example, agents of the state may use coercion in accordance with laws of the
land.

Another definition for service system[1] states that a service system consists of elements (e.g.,
people, facilities, tools, and computer programs) that have a structure (i.e., an organization), a
behavior (possibly described as a business process), and a purpose (or goal).

A service system worldview is a system of systems that interact via value propositions.

A much simpler and more limited definition is that a service system is a work system that
produces services. A work system is a system in which human participants and/or machines
perform work (processes and activities) using information, technology, and other resources to
produce products/services for internal or external customers. Co-production occurs in work
systems in which customers are also participants, e.g., many work systems that provide medical
care, education, and consulting.

The Service System is another element in the general queuing structure, that talks about two
aspects: Structure of the service system and speed of service. The queuing system refers to the
process wherein the customer enters into the queue, wait to avail the service and finally leaves
the system after getting the service