Information Intensive Service operations: links between service concept, customer inputs and service process design

Githii, Michael Wainaina (2017). Information Intensive Service operations: links between service concept, customer inputs and service process design. University of Birmingham. Ph.D.

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The study looks at relationships between service \(concept\), customer \(inputs\) and \(service\) process design (CI&P constructs) in information intensive service (IIS) systems from a service process execution viewpoint. A review of service operations literature hints to several researchable gaps. First, although service design and development has been studied at process level, how the CI&P constructs relate and explain each other and implications therein to operations and operational management decisions is not clear. Extant literature provides unstructured and incomplete picture of these relationships. This study explores the combined influence of different customer inputs to design of service delivery process and service concept. Second, specific features linking service delivery process to the IIS product package and the role of customer inputs are empirically assessed. Considering the recentness of IIS phenomenon and nature of investigation, multiple-embedded case study research design is deemed appropriate for theory building and extension. The study develops six propositions linking different attributes of operations transformational process in design of services. Contributions are presented at three levels; (i) identification of process design features for IIS, (ii) establishment of links between elements of the transformation model for IIS, and (iii) highlighting of the role and implication of information intensity to understanding of service classification and management of service operations. To the practitioner, the study demystifies the fundamental problem of IIS delivery that bases its decisions on marketing considerations, giving little regard to operations management.

Type of Work: Thesis (Doctorates > Ph.D.)
Award Type: Doctorates > Ph.D.
College/Faculty: Colleges (2008 onwards) > College of Social Sciences
School or Department: Birmingham Business School
Funders: None/not applicable
Subjects: H Social Sciences > HF Commerce


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