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The Industrialization of Services

In: Managing Consumer Services

Author

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  • Uday Karmarkar

    (UCLA Anderson School of Management)

Abstract

The industrialization of services, just as with goods production and manufacturing, is a complex topic. Perhaps more so, since services are very heterogeneous, and often have features that do not exist in most manufacturing processes. A fundamental aspect of services is the lack of a tangible output; in fact in many cases the outputs and outcomes may not even be observable. That creates basic issues around the entire question of productivity at least in the sense of measurement and quantification. Another service characteristic is the presence and participation of the customer in front office service processes. This creates challenges for managing process efficiency, as well as necessitating close attention to the implications for customer experience. So one has to look at “industrialization” of services with more than a single perspective and to understand the differences between back room and front office processes.

Suggested Citation

  • Uday Karmarkar, 2014. "The Industrialization of Services," Springer Books, in: Enzo Baglieri & Uday Karmarkar (ed.), Managing Consumer Services, edition 127, chapter 2, pages 25-32, Springer.
    • Handle: RePEc:spr:sprchp:978-3-319-04289-3_2
    DOI: 10.1007/978-3-319-04289-3_2
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    Citations

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    Cited by:

    1. Alexander Linhart & Maximilian Röglinger & Katharina Stelzl, 2020. "A Project Portfolio Management Approach to Tackling the Exploration/Exploitation Trade-off," Business & Information Systems Engineering: The International Journal of WIRTSCHAFTSINFORMATIK, Springer;Gesellschaft für Informatik e.V. (GI), vol. 62(2), pages 103-119, April.
    2. Uday Karmarkar, 2015. "OM Forum—The Service and Information Economy: Research Opportunities," Manufacturing & Service Operations Management, INFORMS, vol. 17(2), pages 136-141, May.

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