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Article
Publication date: 7 September 2018

Christoph Breidbach, Sunmee Choi, Benjamin Ellway, Byron W. Keating, Katerina Kormusheva, Christian Kowalkowski, Chiehyeon Lim and Paul Maglio

The purpose of this paper is to analyze the history and future of service operations, with the goal to identify key theoretical and technological advances, as well as fundamental…

4142

Abstract

Purpose

The purpose of this paper is to analyze the history and future of service operations, with the goal to identify key theoretical and technological advances, as well as fundamental themes that can help to imagine the future of service operations in 2050.

Design/methodology/approach

A review of the service operations literature was undertaken to inform a discussion regarding the role that technology will play in the future of service operations.

Findings

The future of service operations is framed in terms of three key themes – complexity, orchestration, and elasticity. The paper makes three contributions to the service science literature by: reviewing key themes underpinning extant service operations research to frame future trajectories of service operations research; elaborating a vision of service operations in 2050 based on history and technology; and outlining a research agenda for future service operations.

Practical implications

The case of service automation is used to provide an illustration of how the three themes converge to define future service operations, and in particular, to show how technology is recasting the role of the firm.

Originality/value

Service operations in the next 30 years will be very different from what it was in the past 30 years. This paper differs from other review papers by identifying three key themes that will characterize and instill new insights into the future of service operations research.

Details

Journal of Service Management, vol. 29 no. 5
Type: Research Article
ISSN: 1757-5818

Keywords

Available. Open Access. Open Access
Article
Publication date: 5 December 2018

Chiehyeon Lim, Min-Jun Kim, Ki-Hun Kim, Kwang-Jae Kim and Paul Maglio

The proliferation of customer-related data provides companies with numerous service opportunities to create customer value. The purpose of this study is to develop a framework to…

14450

Abstract

Purpose

The proliferation of customer-related data provides companies with numerous service opportunities to create customer value. The purpose of this study is to develop a framework to use this data to provide services.

Design/methodology/approach

This study conducted four action research projects on the use of customer-related data for service design with industry and government. Based on these projects, a practical framework was designed, applied, and validated, and was further refined by analyzing relevant service cases and incorporating the service and operations management literature.

Findings

The proposed customer process management (CPM) framework suggests steps a service provider can take when providing information to its customers to improve their processes and create more value-in-use by using data related to their processes. The applicability of this framework is illustrated using real examples from the action research projects and relevant literature.

Originality/value

“Using data to advance service” is a critical and timely research topic in the service literature. This study develops an original, specific framework for a company’s use of customer-related data to advance its services and create customer value. Moreover, the four projects with industry and government are early CPM case studies with real data.

Details

Journal of Service Management, vol. 30 no. 1
Type: Research Article
ISSN: 1757-5818

Keywords

Available. Open Access. Open Access
Article
Publication date: 29 November 2017

Chiehyeon Lim, Min-Jun Kim, Ki-Hun Kim, Kwang-Jae Kim and Paul P. Maglio

The proliferation of (big) data provides numerous opportunities for service advances in practice, yet research on using data to advance service is at a nascent stage in the…

8834

Abstract

Purpose

The proliferation of (big) data provides numerous opportunities for service advances in practice, yet research on using data to advance service is at a nascent stage in the literature. Many studies have discussed phenomenological benefits of data to service. However, limited research describes managerial issues behind such benefits, although a holistic understanding of the issues is essential in using data to advance service in practice and provides a basis for future research. The purpose of this paper is to address this research gap.

Design/methodology/approach

“Using data to advance service” is about change in organizations. Thus, this study uses action research methods of creating real change in organizations together with practitioners, thereby adding to scientific knowledge about practice. The authors participated in five service design projects with industry and government that used different data sets to design new services.

Findings

Drawing on lessons learned from the five projects, this study empirically identifies 11 managerial issues that should be considered in data-use for advancing service. In addition, by integrating the issues and relevant literature, this study offers theoretical implications for future research.

Originality/value

“Using data to advance service” is a research topic that emerged originally from practice. Action research or case studies on this topic are valuable in understanding practice and in identifying research priorities by discovering the gap between theory and practice. This study used action research over many years to observe real-world challenges and to make academic research relevant to the challenges. The authors believe that the empirical findings will help improve service practices of data-use and stimulate future research.

Details

Journal of Service Theory and Practice, vol. 28 no. 1
Type: Research Article
ISSN: 2055-6225

Keywords

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Article
Publication date: 5 May 2020

Christoph F. Breidbach and Paul Maglio

The purpose of this study is to identify, analyze and explain the ethical implications that can result from the datafication of service.

3881

Abstract

Purpose

The purpose of this study is to identify, analyze and explain the ethical implications that can result from the datafication of service.

Design/methodology/approach

This study uses a midrange theorizing approach to integrate currently disconnected perspectives on technology-enabled service, data-driven business models, data ethics and business ethics to introduce a novel analytical framework centered on data-driven business models as the general metatheoretical unit of analysis. The authors then contextualize the framework using data-intensive insurance services.

Findings

The resulting midrange theory offers new insights into how using machine learning, AI and big data sets can lead to unethical implications. Centered around 13 ethical challenges, this work outlines how data-driven business models redefine the value network, alter the roles of individual actors as cocreators of value, lead to the emergence of new data-driven value propositions, as well as novel revenue and cost models.

Practical implications

Future research based on the framework can help guide practitioners to implement and use advanced analytics more effectively and ethically.

Originality/value

At a time when future technological developments related to AI, machine learning or other forms of advanced data analytics are unpredictable, this study instigates a critical and timely discourse within the service research community about the ethical implications that can arise from the datafication of service by introducing much-needed theory and terminology.

Details

Journal of Service Management, vol. 31 no. 2
Type: Research Article
ISSN: 1757-5818

Keywords

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Book part
Publication date: 10 November 2010

Stephen L. Vargo, Robert F. Lusch, Melissa Archpru Akaka and Yi He

Abstract

Details

Review of Marketing Research
Type: Book
ISBN: 978-0-85724-728-5

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Article
Publication date: 29 July 2009

Alexis Goncalves and Roberto Saco

189

Abstract

Details

International Journal of Innovation Science, vol. 1 no. 1
Type: Research Article
ISSN: 1757-2223

Available. Content available
Article
Publication date: 1 August 2006

16

Abstract

Details

Kybernetes, vol. 35 no. 7/8
Type: Research Article
ISSN: 0368-492X

Available. Content available
Article
Publication date: 1 July 2006

25

Abstract

Details

Kybernetes, vol. 35 no. 6
Type: Research Article
ISSN: 0368-492X

Available. Content available
Article
Publication date: 1 December 2006

12

Abstract

Details

Kybernetes, vol. 35 no. 10
Type: Research Article
ISSN: 0368-492X

Available. Content available
Article
Publication date: 20 February 2007

26

Abstract

Details

Kybernetes, vol. 36 no. 1
Type: Research Article
ISSN: 0368-492X

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