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A structured product development perspective for service operations

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  • Bitran, Gabriel
  • Pedrosa, Luis

Abstract

In this paper we review the literature on product development from a services perspective. We identify similarities in the creation and evolution of products and services, and discuss three types of knowledge that are commonly required in a development process: the sequence of steps or procedural plan that must be followed; the understanding of what components integrate the design and how they interact (architectural knowledge); and the principles and models that describe physical or human behavior in the system that is being designed. For each step of a generic development process we review the methods and tools that are widely used in product development and may be successfully applied to service development. To illustrate the notion of architectural knowledge in the service context, we introduce an example of a service operation structure and discuss important aspects of its components. Finally we explain the role of models in the development of products and services and argue how they can help design intangible elements. We conclude the paper by identifying gaps in the literature and suggesting directions for future research.

Suggested Citation

  • Bitran, Gabriel & Pedrosa, Luis, 1998. "A structured product development perspective for service operations," European Management Journal, Elsevier, vol. 16(2), pages 169-189, April.
    • Handle: RePEc:eee:eurman:v:16:y:1998:i:2:p:169-189
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    Cited by:

    1. Harkonen, Janne & Haapasalo, Harri & Hanninen, Kai, 2015. "Productisation: A review and research agenda," International Journal of Production Economics, Elsevier, vol. 164(C), pages 65-82.
    2. Botta-Genoulaz, Valerie & Millet, Pierre-Alain, 2006. "An investigation into the use of ERP systems in the service sector," International Journal of Production Economics, Elsevier, vol. 99(1-2), pages 202-221, February.
    3. Wang, Qiang & Zhao, Xiande & Voss, Chris, 2016. "Customer orientation and innovation: A comparative study of manufacturing and service firms," International Journal of Production Economics, Elsevier, vol. 171(P2), pages 221-230.
    4. Min-Jun Kim & Chie-Hyeon Lim & Chang-Ho Lee & Kwang-Jae Kim & Yongsung Park & Seunghwan Choi, 2018. "Approach to service design based on customer behavior data: a case study on eco-driving service design using bus drivers’ behavior data," Service Business, Springer;Pan-Pacific Business Association, vol. 12(1), pages 203-227, March.
    5. Xuhua Hu & Bertha Ada Danso & Isaac Adjei Mensah & Michael Addai, 2020. "Does Innovation Type Influence Firm Performance? A Dilemma of Star-Rated Hotels in Ghana," Sustainability, MDPI, vol. 12(23), pages 1-27, November.
    6. Peter Björk, 2014. "The DNA of Tourism Service Innovation: A Quadruple Helix Approach," Journal of the Knowledge Economy, Springer;Portland International Center for Management of Engineering and Technology (PICMET), vol. 5(1), pages 181-202, March.
    7. Shunzhong Liu, 2012. "The relationship between strategic type and new service development competence: a study of Chinese knowledge intensive business services," Service Business, Springer;Pan-Pacific Business Association, vol. 6(2), pages 157-175, June.
    8. Chun Zhang & Paul James, 2020. "Assessing the Factors Influencing Customer Satisfaction at a Specialised Boutique Restaurant in Bangkok," Business and Economic Research, Macrothink Institute, vol. 10(4), pages 50-62, December.
    9. Pankaj U. Zine & Makarand S. Kulkarni & Arun K. Ray & Rakesh Chawla, 2016. "Designing flexible service systems: application to machine tools," Journal of Intelligent Manufacturing, Springer, vol. 27(6), pages 1237-1259, December.
    10. Margarida Custódio Santos & Ana Ferreira & Carlos Costa & José António C. Santos, 2020. "A Model for the Development of Innovative Tourism Products: From Service to Transformation," Sustainability, MDPI, vol. 12(11), pages 1-20, May.
    11. de Blok, Carolien & Meijboom, Bert & Luijkx, Katrien & Schols, Jos, 2013. "The human dimension of modular care provision: Opportunities for personalization and customization," International Journal of Production Economics, Elsevier, vol. 142(1), pages 16-26.
    12. Wilfred Dolfsma, 2004. "The Process Of New Service Development — Issues Of Formalization And Appropriability," International Journal of Innovation Management (ijim), World Scientific Publishing Co. Pte. Ltd., vol. 8(03), pages 319-337.
    13. Sofia Salgado Pinto, 2008. "THE SPECIFICATION of HIGH INTERACTION SERVICE PROCESSES," Working Papers de Gestão (Management Working Papers) 022008, Católica Porto Business School, Universidade Católica Portuguesa.
    14. Janne Harkonen & Harri Haapasalo & Kai Hanninen, 2013. "Productisation: A Literature Review," Diversity, Technology, and Innovation for Operational Competitiveness: Proceedings of the 2013 International Conference on Technology Innovation and Industrial Management,, ToKnowPress.
    15. Mario Rapaccini & Nicola Saccani & Giuditta Pezzotta & Thomas Burger & Walter Ganz, 2013. "Service development in product-service systems: a maturity model," The Service Industries Journal, Taylor & Francis Journals, vol. 33(3-4), pages 300-319, February.
    16. Valerie Botta-Genoulaz & Pierre-Alain Millet, 2006. "An investigation into the use of ERP systems in the service sector," Post-Print hal-00266991, HAL.
    17. MAJEKODUNMI Samuel Ayodele & OGINNI, Babalola Oluwayemi, 2019. "Effect Of Product Innovation On Customer Satisfaction: An Overview Of Insight Into Nigerian Service Market," Noble International Journal of Social Sciences Research, Noble Academic Publsiher, vol. 4(1), pages 1-7, January.
    18. Dinçer, Hasan & Yüksel, Serhat, 2019. "An integrated stochastic fuzzy MCDM approach to the balanced scorecard-based service evaluation," Mathematics and Computers in Simulation (MATCOM), Elsevier, vol. 166(C), pages 93-112.

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