Tasks for service modularization planning
Abstract
Service modularization is gaining increasing attention from scholars and practitioners. However, it must be noted that the essence of service modularization is still not well understood, and its purposefulness of practical application has not yet been well explored. This conceptual paper presents the results of ongoing research addressing service modularization planning issues. The study examines the relationships between the premises and the outcomes of service modularisation. Based on the obtained results, the authors provide the purpose statement for service modularisation. Further, the work outlines the activities that are critical to planning as a management function, analyses their content in the context of service modularization, and identifies the problems that require management decisions. The paper employs comparative analysis, systemic analysis, abstraction, synthesis, abductive reasoning for achieving the research results.
Keyword : service modularization, service planning, planning decisions, service quality, service customization, service standardization
This work is licensed under a Creative Commons Attribution 4.0 International License.
References
Bitran, G., & Pedrosa, L. (1998). A structured product development perspective for service operations. European Management Journal, 16(2), 169–189. https://doi.org/10.1016/S0263-2373(97)00086-8
Blanchard, B. S., & Blyler, J. E. (2016). System engineering management (5 ed.). John Wiley & Sons, Inc. https://doi.org/10.1002/9781119178798
Broekhuis, M., van Offenbeek, M., & Eissens-van der Laan, M. (2017). What professionals consider when designing a modular service architecture? International Journal of Operations & Production Management, 37(6), 748–770. https://doi.org/10.1108/IJOPM-05-2015-0306
Calabrese, A. (2012). Service productivity and service quality: A necessary trade-off? International Journal of Production Economics, 135(2), 800–812. https://doi.org/10.1016/j.ijpe.2011.10.014
Carlborg, P., & Kindström, D. (2014). Service process modularization and modular strategies. Journal of Business & Industrial Marketing, 29(4), 313–323. https://doi.org/10.1108/JBIM-08-2013-0170
Certo, S. C., & Certo, S. T. (2019). Modern management: concepts and skills, global edition (15 ed.). Pearson Education.
Cole, G. A., & Kelly, P. (2020). Management theory and practice (9 ed.). Cengage Learning EMEA.
de Mattos, C. S., Fettermann, D. C., & Cauchick-Miguel, P. A. (2019). Service modularity: Literature overview of concepts, effects, enablers, and methods. The Service Industries Journal. https://doi.org/10.1080/02642069.2019.1572117
Foster, S. T. (2017). Managing quality: integrating the supply chain (6 ed.). Pearson Education, Inc.
Geum, Y., Kwak, R., & Park, Y. (2012). Modularizing services: A modified HoQ approach. Computers & Industrial Engineering, 62(2012), 579–590. https://doi.org/10.1016/j.cie.2011.11.006
Gulick, L. (2001 [1937]). Notes on the theory of organization. In J. M. Shafriz & J. S. Ott (Eds.), Classics of organization theory (5 ed., pp. 79–87). Harcourt College Publishers.
Heskett, J. L., Jones, T. O., Loveman, G. W., Sasser, E., & Schlesinger, L. A. (2008). Putting the service-profit chain to work. Harvard Business Review, 2008(July–August). https://hbr.org/2008/07/putting-the-service-profit-chain-to-work
Juran, J. M., & Godfrey, A. B. (1999). Juran’s quality handbook (5 ed.). McGraw-Hill Company, Inc.
Lehmann, C. (2019). Exploring service productivity: Studies in the German airport industry. Springer Gabler. https://doi.org/10.1007/978-3-658-23036-4
McLaughlin, S. (2010). Service operations and management. In G. Salvendy & W. Karwowski (Eds.), Introduction to service engineering (pp. 295–315). John Wiley & Sons, Inc. https://doi.org/10.1002/9780470569627.ch14
Nätti, S., Ulkuniemi, P., & Pekkarinen, S. (2017). Implementing modularization in professional services: The influence of varied knowledge environments. Knowledge and Process Management, 24(2), 125–138. https://doi.org/10.1002/kpm.1538
Prentice, C., Lopes, S. D., & Wang, X. (2020). The impact of artificial intelligence and employee service quality on customer satisfaction and loyalty. Journal of Hospitality Marketing & Management, 20(7). https://doi.org/10.1080/19368623.2020.1722304
Salvador, F., Holan, P. M. d., & Piller, F. (2009). Cracking the code of mass customization. Sloan Management Review, 2009(Spring), 71–78. https://sloanreview.mit.edu/article/cracking-the-code-of-mass-customization/
Skačkauskienė, I., & Vestertė, J. (2019a, May 9–10). Discourse on service modularity: Investigating service delivery process. In Paper presented at the International Scientific Conference “Contemporary Issues in Business, Management and Economics Engineering’2019”. Vilnius, Lithuania. https://doi.org/10.3846/cibmee.2019.060
Skačkauskienė, I., & Vestertė, J. (2019b). Modulinio projektavimo taikymo paslaugoms problematika [Problematic of service modularisation]. Mokslas – Lietuvos ateitis / Science – Future of Lithuania, 11, 1–9. https://doi.org/10.3846/mla.2019.9195
Skačkauskienė, I., & Vestertė, J. (2020). Peculiarities of planning for service modularity. International Journal of Learning and Change. https://doi.org/10.1504/IJLC.2020.10028495
Sundbo, J. (2002). The service economy: Standardisation or customisation? Service Industries Journal, 22(4), 93–116. https://doi.org/10.1080/714005099
Wirtz, J., & Lovelock, C. (2018). Essentials of services marketing (3 ed.). Pearson Education.
Wirtz, J., & Zeithaml, V. (2018). Cost-effective service excellence. Journal of the Academy of Marketing Science, 46(1), 59–80. https://doi.org/10.1007/s11747-017-0560-7