Operating without operations: how is technology changing the role of the firm?

被引：36

作者：

Breidbach, Christoph ^{[1
]}

Choi, Sunmee ^{[2
]}

Ellway, Benjamin ^{[3
]}

Keating, Byron W. ^{[4
]}

Kormusheva, Katerina ^{[5
]}

Kowalkowski, Christian ^{[6
,7
]}

Lim, Chiehyeon ^{[8
]}

Maglio, Paul ^{[9
]}

机构：

[1] Univ Melbourne, Sch Comp & Informat Syst, Melbourne, Vic, Australia

[2] Yonsei Univ, Sch Business, Seoul, South Korea

[3] Univ Canberra, Sch Management, Canberra, ACT, Australia

[4] Australian Natl Univ, Coll Business & Econ, Res Sch Management, Acton, Australia

[5] Australian Natl Univ, Res Sch Management, Canberra, ACT, Australia

[6] Linkoping Univ, Dept Management & Engn, Linkoping, Sweden

[7] Hanken Sch Econ, Dept Mkt, Helsinki, Finland

[8] Ulsan Natl Inst Sci & Technol, Sch Management Engn, Ulsan, South Korea

[9] Univ Calif Merced, Sch Engn, Merced, CA USA

来源：

JOURNAL OF SERVICE MANAGEMENT | 2018年 / 29卷 / 05期

关键词：

Technology; Operations management; Service operations; Operations strategy; Service systems; VALUE CO-CREATION; SMART SERVICE SYSTEMS; DOMINANT LOGIC; VALUE CONSTELLATION; VALUE CHAIN; CUSTOMER; MANAGEMENT; INNOVATION; ORCHESTRATION; NETWORKS;

D O I：

10.1108/JOSM-05-2018-0127

中图分类号：

C93 [管理学];

学科分类号：

12 ; 1201 ; 1202 ; 120202 ;

摘要：

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.

引用

页码：809 / 833

页数：25

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