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Service Operations and Productivity

In: Service Management

Author

Listed:
  • John R. Bryson

    (The University of Birmingham)

  • Jon Sundbo

    (Roskilde University)

  • Lars Fuglsang

    (Roskilde University)

  • Peter Daniels

    (The University of Birmingham)

Abstract

Reading service businesses involves the development of an integrated or systemic approach that recognizes the complex interrelationships between a firm’s business model or models, operational delivery, marketing and customer relationship management. This chapter explores service operations management focusing on the on-going application of operational innovations to the delivery of service outcomes. This is a complex process. Different innovations have been applied to firms that are producing different types of services. Innovative solutions to improve service operational performance reflect current developments in product and process innovation. This discussion of service operations is then placed in the context of the on-going debate over service productivity. Different service operational systems deliver different qualities of service outputs. There is a tension between attempts to increase the productivity of service production processes and service quality. This is to highlight both the difficulties of measuring service productivity and the complex nature of service outputs.

Suggested Citation

  • John R. Bryson & Jon Sundbo & Lars Fuglsang & Peter Daniels, 2020. "Service Operations and Productivity," Springer Books, in: Service Management, edition 1, chapter 5, pages 87-104, Springer.
    • Handle: RePEc:spr:sprchp:978-3-030-52060-1_5
    DOI: 10.1007/978-3-030-52060-1_5
    as

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