Synchronicity and alignment of productivity: the real value from service science?

Maguire, S., Ojiako, U., Papadopoulos, T., Shafti, F., Koh, L. and Kanellis, P. (2012) Synchronicity and alignment of productivity: the real value from service science? Production Planning & Control, 23(7), pp. 498-512. (doi:10.1080/09537287.2011.640038)

Full text not currently available from Enlighten.

Abstract

The ability of services to pervade all aspects of productivity creates the need for an interdisciplinary framework of service to be developed. It is however critical that any proposed service framework is developed jointly between the service purveyor and the stakeholders involved. An expected outcome from a focus on productivity in the Services Science arena is that a much closer relationship between the purveyor of a service and the customer is initiated and fostered. This requires a clear focus on the requirements of the customer and the various ways in which the service can be conveyed. This is not too far removed from what is required in other areas such as product specification that should also be carefully crafted from the needs of the customer. The research utilises two case studies to highlight the impact of Services Science as a co-producer of service productivity. We find from the case studies that human factors play an extremely important role in improving service productivity.

Item Type:Articles
Keywords:Service , risk, classification, operation
Status:Published
Refereed:Yes
Glasgow Author(s) Enlighten ID:Shafti, Dr Farhad
Authors: Maguire, S., Ojiako, U., Papadopoulos, T., Shafti, F., Koh, L., and Kanellis, P.
College/School:College of Social Sciences > Adam Smith Business School > Management
Journal Name:Production Planning & Control
Publisher:Taylor & Francis
ISSN:0953-7287
ISSN (Online):1366-5871
Published Online:04 January 2012

University Staff: Request a correction | Enlighten Editors: Update this record