Tasks for Service Modularization Planning

Skačkauskienė, Ilona; Vestertė, Jurga

doi:10.3846/btp.2020.12776

Cited by 4 publications

(4 citation statements)

References 18 publications

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“…Research on service quality (Anderson et al, 1997;Helgesen, 2006;Heskett et al, 2008;Wirtz & Zeithaml, 2018) is based on the impact of service standardization and customization on service productivity, customer satisfaction, and service profitability. Since service standardization and customization are achieved through service modularization (Skačkauskienė & Vestertė, 2020), their impact on service performance can be considered as a consequence of service modularity.…”

Section: Multidimensionality Of Service Modularity Constructmentioning

confidence: 99%

Developing a New Technique for Determining Service Modularity Level

Vestertė

Skačkauskienė

2022

Journal of Business Economics and Management

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This paper addresses the existing methodological gap in assessing service modularity level. The study uses a qualitative approach and develops a technique to quickly and cost-effectively determine service modularity level. The theoretical framework builds on the principles of measurement theory, evaluation theory, and multicriteria analysis (MCA). To test the developed technique, an exploratory case study was conducted focusing on three service companies in Lithuania. Data were collected by interviewing key informants using the proposed instrument. The collected data were analysed and linked to the developed multidimensional scale for measuring the service modularity level. The obtained results support the view that qualitative evaluation can be an alternative for calculating modularity indices in the field of service modularity. The paper provides a practical tool for service modularity assessment for service industry practitioners to accelerate decision-making. The study contributes to the field of service modularity by delivering insights into assessing service modularity level. These insights are particularly important because the literature on measuring modularity level in services has been quite scarce.

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Section: Multidimensionality Of Service Modularity Constructmentioning

confidence: 99%

Developing a New Technique for Determining Service Modularity Level

Vestertė

Skačkauskienė

2022

Journal of Business Economics and Management

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“…Service modularisation achieves the manifestations of both service customisation and standardisation qualities if embodied suitably (Skačkauskienė & Vestertė, 2020b). Customisation actions during service delivery produce customisation quality.…”

Section: Antecedents Of Service Modularisationmentioning

confidence: 99%

“…Thus, by launching service modularisation initiative, a provider seeks to improve service quality through customisation and standardisation activities. During service design, the engineering decisions should pursue to consolidate the effects of service customisation and standardisation qualities so that customer satisfaction would improve simultaneously generating higher revenues, and productivity would increase or remain unchanged (Skačkauskienė & Vestertė, 2020b). Evaluating the design decisions results requires establishing indicators that incorporate customisation quality and standardisation quality parameters and productivity in advance.…”

Section: Antecedents Of Service Modularisationmentioning

confidence: 99%

Service Modularisation Compatibility to Organisational Objectives

Skačkauskienė

Vestertė

2021

International Scientific Conference „Contemporary Issues in Business, Management and Economics Engineering"

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Purpose – the article aims to explore how service modularisation objectives are compatible with organisa- tional objectives. Research methodology – the paper is a part of continuous research. It takes a conceptual approach and integrates rele- vant literature to develop a framework on the potential avenues to create a decision-support tool that assists in service modularity planning. The research proceeds with evidence from the peer-reviewed literature. The relevant literature was identified through “pearl growing” and citation chasing techniques using the assembled body of topic literature from authors’ previous research and employing the related keywords for filtering. Findings – the previous literature is silent on establishing objectives for service modularisation with the consideration of what a provider will achieve by engaging in this. The paper addresses this gap and discovers how antecedents of service modularisation transform into organisational objectives. Research limitations – although bibliographic research methods are limited, they enable the analysis and identification of structure within the research. Such analysis has implications by suggesting future directions in investigating how modularity approach can be used in the service context and how it can be applied in practice more actively. Practical implications – the findings provide potentially vital information to service organisation managers and allow better understand how service modularisation would benefit performance results in gaining service competitiveness. Originality/Value – the study contributes to the discourse on service modularity planning and provides a basis for comprehension of service modularisation merit when pursuing competitiveness.

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“…Оптимальным вариантом является привлечение к данному процессу участников, обладающих необходимыми компетенциями. При этом предоставление решения становится единым процессом [Skačkauskienė, Vestertė, 2020], а вся деятельность компании фокусируется на потребностях клиента [Aycan, Chow, 2019].…”

Section: окончание таблunclassified

Company transition from selling goods to selling solutions

Georgievsky¹

2021

Vestnik SPbSU. Management

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Accelerating digitalization of the economy and changing pandemic-driven consumer trends provide companies with opportunities for a complete customer satisfaction by using solutions. This work aims to consider the formation of a solution as the basis for the servitization of a company. The analysis of academic and consulting literature on solution and servitization concepts was used as a research method. The paper proposes an approach to define the concept of solution as an offer. Two types of sales using solutions have been determined: solution selling and outcome selling. The definition of an outcome-oriented solution is provided. Based on this definition and the key features of a solution, a solution creation model is formed which includes the following components: the key elements and characteristics, the nature of the problem, joint value creation, and outcome orientation. The paper develops a model of the servitization process and compares the categories of goods, services, and solutions taking into account the development of the concept of ecosystems. Researchers can use the findings to build solution models and develop the outcome component of a solution. Practitioners can use the results to make the company transition from selling goods to selling solutions.

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Tasks for Service Modularization Planning

Cited by 4 publications

References 18 publications

Developing a New Technique for Determining Service Modularity Level

Developing a New Technique for Determining Service Modularity Level

Service Modularisation Compatibility to Organisational Objectives

Company transition from selling goods to selling solutions

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