Abstract:Diverse businesses, such as garbage collection, retail banking, and management consulting are often tied together under the heading of "services", based on little more than a perception that they are intangible and do not manufacture anything. Such definitions inadequately identify managerial and operational implications common among, and unique to, services. We present a "Unified Services Theory" (UST) to clearly delineate service processes from non-service processes and to identify key commonalities across s… Show more
“…Existing work tries to understand service processes from three overall perspectives: input, transformation process and outcome [35]. In contrast to manufacturing-based production processes, also customers provide significant input in service processes [36]. This is clearly visible in our product-service bundle.…”
Abstract. In many application areas, vendors offer to their clients combinations of software products and services, which can be considered as software-service bundles. The clients select a combination of software product and associated service best suited to their individual requirements and circumstances. The bundle usually has to be configured by the vendor to fit the specific situation of the client. When circumstances change, the software-service bundle or its configuration need adaptation. The article proposes a method helping clients to select the most appropriate combination or configuration. The method is based on information sharing between the vendor and client and also supports the continuous improvement of the solution in response to changing circumstances. The method applies principles and techniques of the Capability Driven Development to specify performance objectives and contextual factors affecting delivery of a software-service bundle. Application of the method is shown using an illustrative case of a data processing service from utility industries.
“…Existing work tries to understand service processes from three overall perspectives: input, transformation process and outcome [35]. In contrast to manufacturing-based production processes, also customers provide significant input in service processes [36]. This is clearly visible in our product-service bundle.…”
Abstract. In many application areas, vendors offer to their clients combinations of software products and services, which can be considered as software-service bundles. The clients select a combination of software product and associated service best suited to their individual requirements and circumstances. The bundle usually has to be configured by the vendor to fit the specific situation of the client. When circumstances change, the software-service bundle or its configuration need adaptation. The article proposes a method helping clients to select the most appropriate combination or configuration. The method is based on information sharing between the vendor and client and also supports the continuous improvement of the solution in response to changing circumstances. The method applies principles and techniques of the Capability Driven Development to specify performance objectives and contextual factors affecting delivery of a software-service bundle. Application of the method is shown using an illustrative case of a data processing service from utility industries.
“…Second, Sampson and Froehle (2006) state that process design is directly related to the customer inputs supplied to the service delivery process. This perspective emphasises the importance of customer involvement in the service delivery process as the key difference between goods production operations and service provision.…”
Section: Service Process Design In the Om Literaturementioning
The aim of this article is to assess whether process design principles derived from best practices are universally applicable to service organisations or context dependent. This is achieved through a comprehensive review of the Business Process Management (BPM) and Operations Management (OM) literatures. Our comparison of the existing bodies of knowledge in these disciplines reveals major inconsistencies in how the topic of process design in service environments is addressed. Drawing on the more mature, contingencyoriented OM literature we challenge the BPM discipline which prescribes that process design principles derived from best practices are universally applicable irrespective of the context in which the service organisation operates. The results strongly suggest that in the business process design area one size does not fit all service organisations and that some design principles fit better under certain contextual conditions. We then use these findings to 2 develop a contingency conceptual framework and associated research propositions linking the firm's service strategy context to the use of particular business process design principles. This extends existing theory and provides a platform for future process design research in service organisations that is more closely aligned with the needs of practitioners.
“…They can offer themselves, their property or information as input. The unique contribution of this theory is in defining the concept of customer input [18].…”
Section: Overview Of Service Theories and Frameworkmentioning
confidence: 99%
“…A service is perceived as a process that consists of (at least one) interactions between customer and provider. Furthermore, the theory introduces the concept customer resources which include customer-self inputs, tangible belongings and customer-provided information [18]. According to UST a service is a production process in which the customer provides at least one resource that is an essential input for the production of the service.…”
Section: Fig 2 Uml Class Diagram Of Service Dominant Logicmentioning
Abstract.Service Science is a new interdisciplinary approach to the study, design, implementation, and innovation of service systems. However due to the variety in service research, there is no consensus yet about the theoretical foundation of this domain. In this paper we clarify the service systems worldview proposed by Service Science researchers Spohrer and Kwan by investigating its foundational concepts from the perspective of established service theories and frameworks. By mapping the proposed service system concepts on the selected service theories and frameworks, we investigate their theoretical foundations, examine their proposed definitions and possible conflicting interpretations, discover their likely relationships and general structure, and identify a number of issues that need further discussion and elaboration. This analysis is visualised in a multi-view conceptual model (in the form of a UML class diagram) which we regard as a first step towards an explicitly and formally defined service system ontology.
scite is a Brooklyn-based organization that helps researchers better discover and understand research articles through Smart Citations–citations that display the context of the citation and describe whether the article provides supporting or contrasting evidence. scite is used by students and researchers from around the world and is funded in part by the National Science Foundation and the National Institute on Drug Abuse of the National Institutes of Health.