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2020 | OriginalPaper | Chapter

5. Service Operations and Productivity

Authors : John R. Bryson, Jon Sundbo, Lars Fuglsang, Peter Daniels

Published in: Service Management

Publisher: Springer International Publishing

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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.

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Title: Service Operations and Productivity
Authors: John R. Bryson
Jon Sundbo
Lars Fuglsang
Peter Daniels
Publisher: Springer International Publishing
Book: Service Management
Print ISBN: 978-3-030-52059-5

Electronic ISBN: 978-3-030-52060-1

Copyright Year: 2020
DOI: https://doi.org/10.1007/978-3-030-52060-1_5

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