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Operating without operations: how is technology changing the role of the firm?
Univ Melbourne, Australia.
Yonsei Univ, South Korea.
Univ Canberra, Australia.
Australian Natl Univ, Australia.
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2018 (English)In: Journal of Service Management, ISSN 1757-5818, E-ISSN 1757-5826, Vol. 29, no 5, p. 809-833Article in journal (Refereed) Published
Abstract [en]

Purpose The purpose of this paper is to analyze the history and future of service operations, with the goal to identify key theoretical and technological advances, as well as fundamental themes that can help to imagine the future of service operations in 2050. Design/methodology/approach A review of the service operations literature was undertaken to inform a discussion regarding the role that technology will play in the future of service operations. Findings The future of service operations is framed in terms of three key themes - complexity, orchestration, and elasticity. The paper makes three contributions to the service science literature by: reviewing key themes underpinning extant service operations research to frame future trajectories of service operations research; elaborating a vision of service operations in 2050 based on history and technology; and outlining a research agenda for future service operations. Practical implications The case of service automation is used to provide an illustration of how the three themes converge to define future service operations, and in particular, to show how technology is recasting the role of the firm. Originality/value Service operations in the next 30 years will be very different from what it was in the past 30 years. This paper differs from other review papers by identifying three key themes that will characterize and instill new insights into the future of service operations research.

Place, publisher, year, edition, pages
EMERALD GROUP PUBLISHING LTD , 2018. Vol. 29, no 5, p. 809-833
Keywords [en]
Technology; Operations management; Service operations; Operations strategy; Service systems
National Category
Business Administration
Identifiers
URN: urn:nbn:se:liu:diva-152844DOI: 10.1108/JOSM-05-2018-0127ISI: 000449487800003OAI: oai:DiVA.org:liu-152844DiVA, id: diva2:1265186
Available from: 2018-11-22 Created: 2018-11-22 Last updated: 2019-03-06

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Kowalkowski, Christian
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Industrial EconomicsFaculty of Science & Engineering
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Citation style
  • apa
  • ieee
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  • vancouver
  • oxford
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
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  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
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