Service delivery systems: the transformational context

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Service delivery systems: the transformational context

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dc.contributor.author Ponsignon, Frédéric en_GB
dc.contributor.author Smart, Andi en_GB
dc.contributor.author Maull, Roger S. en_GB
dc.contributor.department University of Exeter en_GB
dc.date.accessioned 2009-01-30T10:27:16Z en_GB
dc.date.accessioned 2011-01-25T10:27:12Z en_US
dc.date.accessioned 2013-03-19T16:01:01Z
dc.date.issued 2007 en_GB
dc.description.abstract This paper suggests that many of the works found within the services literature require reappraisal to ensure their relevance and utility in a radically changing business landscape. Approaching inquiry from a General Systems Theory perspective the paper proposes a new framework for future research on service design through an operations management lens. This framework suggests that research is needed to address the transformational context of service delivery systems, in particular the correlation of ‘customer input’ type with ‘transformation types’, categorized by material, information, and customer. This potentially provides archetypical forms of service delivery systems which are more closely aligned to organizational practice. These archetypes may be used for the logical derivation of future hypothetical propositions and subsequent confirmation through empirical investigation and thus provides a platform for future research. We suggest that this approach facilitates the pursuit of theory which informs organizational practice in a changing and expanding service context. en_GB
dc.identifier.uri http://hdl.handle.net/10036/48235 en_GB
dc.language.iso en en_GB
dc.relation.ispartofseries Discussion Papers in Management en_GB
dc.relation.ispartofseries 07/17 en_GB
dc.relation.url http://business-school.exeter.ac.uk/research/management/discussion_papers/ en_GB
dc.subject service design en_GB
dc.subject service delivery system en_GB
dc.subject service process en_GB
dc.subject transformational context en_GB
dc.subject UST en_GB
dc.title Service delivery systems: the transformational context en_GB
dc.type Working Paper en_GB
dc.date.available 2009-01-30T10:27:16Z en_GB
dc.date.available 2011-01-25T10:27:12Z en_US
dc.date.available 2013-03-19T16:01:01Z
dc.identifier.issn 1472-2939 en_GB
dc.description Draft of article accepted for publication in Journal of Service Research en_GB
dc.identifier.journal Journal of Service Research en_GB


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