2009
DOI: 10.1108/01443570910953586
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Service, services and products: rethinking operations strategy

Abstract: Purpose-This paper proposes a new approach to operations and supply strategy in the light of recent developments in the analysis of the respective roles of products and services in delivering benefits to customers. Design/methodology/approach-Reviews and synthesises concepts from operations management (OM), marketing, economics and related areas. Examples of product and service combinations are considered, drawing attention to the ways in which services may be distinguished from products. An institutional basi… Show more

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Cited by 230 publications
(186 citation statements)
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References 84 publications
(90 reference statements)
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“…Third, the qualities of products and services ad another puzzle; the previously mentioned are tangible and lasting, whereas the latter ones are abstract and perishable (Lovelock and Gummesson, 2004;Spring and Araujo, 2009). This is challenging from the perspective of the post-project technology/service development, as the most talented problem solvers are relocated to other projects after project handover.…”
Section: The Issue Of Project Temporalitymentioning
confidence: 99%
“…Third, the qualities of products and services ad another puzzle; the previously mentioned are tangible and lasting, whereas the latter ones are abstract and perishable (Lovelock and Gummesson, 2004;Spring and Araujo, 2009). This is challenging from the perspective of the post-project technology/service development, as the most talented problem solvers are relocated to other projects after project handover.…”
Section: The Issue Of Project Temporalitymentioning
confidence: 99%
“…In the process of value co-creation, resources, i.e. -people, systems, infrastructures and information‖ (Gronroos 2004), are exploited through a number of collaborative partnership processes in order to achieve the optimum benefit for the purchaser (Tuli et al 2007;Vargo and Lusch 2004;2008;Spring and Araujo 2009;Vargo 2011). Baines et al (2011) argue that in the process of co-creation, appropriate actions should be taken between suppliers and purchasers, such as locating the suppliers' facilities closer to the purchaser's operations as well as understanding, monitoring, conditioning and servicing of sophisticated technology systems and their use to ensure speed and effectiveness of their response to purchaser's needs while minimising their costs.…”
Section: Value Creation and Co-creation In Sourcing Decisionsmentioning
confidence: 99%
“…Consequently, its innovative thrust in providing a variety of services related to its product offering has led to the development of an integrated product-service business model (Amit and Zott, 2001;Spring and Araujo, 2009). …”
Section: Introductionmentioning
confidence: 99%