Discourse on service modularity: investigating service delivery process

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Collection:
Mokslo publikacijos / Scientific publications
Document Type:
Straipsnis / Article
Language:
Anglų kalba / English
Title:
Discourse on service modularity: investigating service delivery process
Summary / Abstract:

LTReikšminiai žodžiai: Paslaugos; Paslaugų moduliškumas; Paslaugų teikimo procesas; Paslaugų valdymas. Keywords: Services; Service modularity; Service delivery process; Service management.

ENPurpose – 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 aspects of the service delivery process modularisation. Research methodology – the article is built on an overview of the scientific literature dealing with the topic, using methods 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. [From the publication]

DOI:
10.3846/cibmee.2019.060
ISBN:
9786094761614
ISSN:
2538-8711
Related Publications:
Paslaugos sampratos aktualizavimas šiuolaikinėje vadyboje / Ilona Skačkauskienė, Jurga Vestertė. Mokslas - Lietuvos ateitis. 2018, t. 10, Nr. 1, 1 pdf (9 p.).
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https://www.lituanistika.lt/content/96052
Updated:
2022-08-30 14:35:32
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