Service modularization is gaining increasing attention from scholars and practitioners. However, it must be noted that the essence of service modularization is still not well understood, and its purposefulness of practical application has not yet been well explored. This conceptual paper presents the results of ongoing research addressing service modularization planning issues. The study examines the relationships between the premises and the outcomes of service modularisation. Based on the obtained results, the authors provide the purpose statement for service modularisation. Further, the work outlines the activities that are critical to planning as a management function, analyses their content in the context of service modularization, and identifies the problems that require management decisions. The paper employs comparative analysis, systemic analysis, abstraction, synthesis, abductive reasoning for achieving the research results.
Maintaining a competitive edge in today’s markets with short product life cycles and competitors quickly copying commercial success ideas is a significant challenge. Service organisations have to look for ways to quickly adapt to environmental changes and offer the most satisfying services to demanding and rushing customers. One of the possible ways to achieve these goals is to apply the principles of modular design to services. Although the modular design is widely used in the production of goods, its applicability to services has not yet been sufficiently researched. There is a lack of consensus on the terms used, there is no clear definition of the modular service system requirements, there are many doubts in the application of quantitative decision methods for modular service system management, and so forth. The article aims to identify the fundamental problems associated with the use of modular design for services. Based on the results of the analysis of the scientific literature, we propose a scheme describing the service system, and identify the important problematic issues related to the application of modular design to services. In this paper, we use methods of systematic analysis, abstraction, synthesis, and critical analysis.
Šis straipsnis yra atvirosios prieigos straipsnis, turintis Kūrybinių bendrijų (Creative Commons) licenciją (https://creativecommons.org/licenses/by/4.0/), kuri leidžia neribotą straipsnio ar jo dalių panaudą su privaloma sąlyga nurodyti autorių ir pirminį šaltinį.Gauta 2018 m. kovo 8 d.; priimta 2018 m. gegužės 11 d.Santrauka. Pasaulio banko teigimu, paslaugų sektorius sudaro didžiąją dalį (69 proc.) pasaulinio BVP ir toliau auga. Šis augimas vyksta aplinkoje, kuri per paskutinius dešimtmečius dėl globalizacijos, sparčiai tobulėjančių technologijų, socialinių pokyčių, vyriausybinio reguliavimo labai pasikeitė ir tapo daug sudėtingesnė. Viena vertus, paslaugos dėl išaugusios reikšmės ekonomikoje sulaukia didelio mokslininkų dėmesio, kita vertus, unikalias transformacijas patiriantis paslaugų kontekstas aktualizuoja paslaugos sampratos ir interpretavimo šiuolaikinėje visuomenėje klausimą -ar mokslinėje literatūroje pateikiamos paslaugų apibrėžtys atspindi dabartinio laikotarpio realijas? Straipsnyje, pristatant istorinį kontekstą, analizuojama paslaugos apibrėžties kaita, išryškinamos šią kaitą lėmusios priežastys. Remiantis išanalizuotais paslaugos sąvokos apibūdinimais mokslinėje literatūroje ir atliktos apklausos rezultatais, siūloma aktualizuota ir šiuolaikinės vadybos poreikius atitinkanti paslaugos apibrėžtis. Straipsnyje taikyti lyginamosios analizės, kritinio vertinimo, abstrahavimo, sintezės ir anketinės apklausos metodai.Reikšminiai žodžiai: paslaugos samprata, paslaugų teorija, paslaugų savybės, paslaugų dominavimo logika, bendrakūra. AbstractAccording to the World Bank's figures, the service sector accounts for 69% of the global GDP and continues to expand. This growth takes place in the environment what has significantly changed and become more complex in the recent decades due to globalisation, the rapid development of technologies, social change, and government regulation. On the one hand, the services perceive a great deal of attention from the researchers because of their increasing importance in the economy. On the other hand, the unique transformations in services' context raise the question of how the service notion is interpreted by the modern society, and whether services definition in the scientific literature considers the realities of the present era. The article, presenting the historical context, analyses the change in service definition and highlights the reasons behind this change. Based on the analysed service concepts found in the scientific literature and the results of the survey conducted, the service definition is updated so that it corresponds more to the contemporary management needs. The article employs the methods of comparative analysis, critical evaluation, abstraction, synthesis, and questionnaire survey.
*E-mail: jurga.vesterte@vgtu.lt Abstract. Purpose – the purpose of this research is to determine aspects of the service delivery process what must be considered for modularisation. The aim is reached through (1) investigating the process construct; (2) describing and schematizing service delivery process through integration of customer and provider perspectives; (3) ascertaining the as-pects of the service delivery process modularisation. Research methodology – the article is built on an overview of the scientific literature dealing with the topic, using meth-ods of comparative analysis, systemic analysis, abstraction, synthesis, abductive reasoning. Findings – for achieving service modularisation, the service provider may apply standardisation and automation methods on three dimensions of service delivery process: (1) service offering; (2) parts of the service process that are managed by the provider; (3) organisational structure of the provider. Research limitations – the study examines the aspects of modularity only on the conceptual level. A natural extension of this research is an empirical investigation of the introduced approaches. Practical implications – the proposed approaches help practitioners in the decision-making process for a service delivery process modularisation. Originality/Value – the study approaches the modularisation of the service delivery process considering the customer and service provider perspectives and fills the gap in the literature on service modularisation management. Keywords: services; service modularity; service delivery process; service management.
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