International Scientific Conference „Contemporary Issues in Business, Management and Education“, International Scientific Conference „Contemporary Issues in Business, Management and Economics Engineering"

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Discourse on service modularity: investigating service delivery process
Ilona Skačkauskienė, Jurga Vestertė

Last modified: 2019-05-08

Abstract


Purpose – the purpose of this research is to determine aspects of the service delivery process what must be considered for modularisation. The aim is reached through (1) investigating the process construct; (2) describing and schematizing service delivery process through integration of customer and provider perspectives; (3) ascertaining the aspects of the service delivery process modularisation.

Research methodology the article is built on an overview of the scientific literature dealing with the topic, using methods of comparative analysis, systemic analysis, abstraction, synthesis, abductive reasoning.

Findings – for achieving service modularisation, the service provider may apply standardisation and automation methods on three dimensions of service delivery process: (1) service offering; (2) parts of the service process that are managed by the provider; (3) organisational structure of the provider.

Research limitations – the study examines the aspects of modularity only on the conceptual level. A natural extension of this research is an empirical investigation of the introduced approaches.

Practical implications – the proposed approaches help practitioners in the decision-making process for a service delivery process modularisation.

Originality/Value – the study approaches the modularisation of the service delivery process considering the customer and service provider perspectives and fills the gap in the literature on service modularisation management.

DOI: https://doi.org/10.3846/cibmee.2019.060


Keywords


services; service modularity; service delivery process; service management

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