Shifting from production to service to experienced-based operations
2011 (English)In: Service Design and Delivery: Research and Innovations in the Service Economy / [ed] Perry, G., Macintyre, M. and Angelis, J., London: Springer London, 2011, 83-94 p.Chapter in book (Refereed)
This chapter covers the shift in focus of value added business operations from production to services, and in turn, to experience-based operations where customer involvement itself becomes part of the offering. The shift has significant implications for how businesses are managed. The greater service focus affects the firm’s unique value proposition, which necessitates considerations on strategy, supplier relations, post-sale offerings and so on. Meanwhile, the inclusion of customer experiences affect the way operations are designed and employed so that these are structurally systematically captured and capitalised.
Place, publisher, year, edition, pages
London: Springer London, 2011. 83-94 p.
IdentifiersURN: urn:nbn:se:kth:diva-62287DOI: 10.1007/978-1-4419-8321-3_6ISBN: 978-1-4419-8320-6OAI: oai:DiVA.org:kth-62287DiVA: diva2:480108
QC 20120124. QC 201602082012-01-182012-01-182016-02-08Bibliographically approved