Purpose

Our purpose is to offer the service research field a framework for cultivating wiser service systems via wise communication–which we define as “interactional activity that reflects and reifies the integrative, practical, and relational nature of organizations.”

Design/methodology/approach

We draw on the Communicative Constitution of Organizations (CCO) theory to integrate insights and findings from three primary research fields – service, communication, and organizational science – to develop a framework for cultivating wiser service systems through wise communication.

Findings

Our framework identifies three major components of wise communication: integrative, practical, and relational. These components require that wise communication be “holistic,” “dynamic,” and “constitutive” (the integrative component); “active,” “contextual,” and “pragmatic” (the practical component); and “compassionate,” “open-minded,” and “humble” (the relational component). We use illustrative examples from healthcare to show how these nine characteristics enable wise communication practices that facilitate wiser service systems.

Practical implications

Our framework provides helpful ways to organize and inspire insights into cultivating wiser systems. This framework identifies the theoretical components of wise communication and specific communicative actions that system members can implement to shape wiser service systems.

Social implications

Wiser service systems are necessary to tackle humanity's complex social, economic, and environmental challenges.

Originality/value

We propose a novel framework for cultivating wiser systems centered on wise communication. This framework contributes new insights into theory and practice. The application of CCO theory to service systems is unique. Our article is also an early example of adding normative context to the CCO literature. While wisdom literature primarily focuses on aspects of individual wisdom, we broaden the wisdom literature to service systems.

中文翻译：

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通过沟通培育智慧服务体系

 目的

我们的目的是为服务研究领域提供一个框架，通过明智的沟通来培养更明智的服务系统——我们将其定义为“反映和具体化组织的综合性、实用性和关系性的互动活动”。

设计/方法论/途径

我们借鉴组织的沟通构成（CCO）理论，整合服务、沟通和组织科学三个主要研究领域的见解和发现，开发一个框架，通过明智的沟通培养更明智的服务系统。

 发现

我们的框架确定了明智沟通的三个主要组成部分：综合性、实用性和关联性。这些要素要求明智的沟通是“整体的”、“动态的”和“构成性的”（综合要素）； “主动”、“情境”和“务实”（实践部分）；和“富有同情心”、“思想开放”和“谦虚”（关系成分）。我们使用医疗保健领域的说明性示例来展示这九个特征如何实现明智的沟通实践，从而促进更明智的服务系统。

 实际影响

我们的框架提供了有用的方法来组织和激发洞察力，以培养更明智的系统。该框架确定了明智沟通的理论组成部分以及系统成员可以实施以塑造更明智的服务系统的具体沟通行动。

 社会影响

更明智的服务系统对于应对人类复杂的社会、经济和环境挑战是必要的。

 原创性/价值

我们提出了一个新的框架，用于培养以智慧通信为中心的智慧系统。该框架为理论和实践提供了新的见解。 CCO理论在服务系统中的应用是独一无二的。我们的文章也是向 CCO 文献添加规范背景的早期示例。虽然智慧文献主要关注个人智慧的各个方面，但我们将智慧文献扩展到服务系统。