Abstract
Economic theory-based production axioms have governed efficiency measurement techniques. With the service sector gaining importance in the economy, researchers have begun to evaluate service operations inadvertently using production axioms that are inherent to manufacturing. Yet, it is well documented that service operations are distinct and unique in several aspects, for instance, consumption and production occur at the same time, and the fact that the consumer affects and modifies the service as it is "produced, " among others. We present a first attempt to elaborate on what the service delivery axioms could be as a step towards a theory of service delivery that would provide quantitative fundamentals for service science.
| Original language | English (US) |
|---|---|
| Title of host publication | IIE Annual Conference and Expo 2008 |
| Pages | 337-342 |
| Number of pages | 6 |
| State | Published - 2008 |
| Externally published | Yes |
| Event | IIE Annual Conference and Expo 2008 - Vancouver, BC, Canada Duration: May 17 2008 → May 21 2008 |
Other
| Other | IIE Annual Conference and Expo 2008 |
|---|---|
| Country | Canada |
| City | Vancouver, BC |
| Period | 5/17/08 → 5/21/08 |
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Keywords
- Performance measurement
- Productivity
- Service science
ASJC Scopus subject areas
- Computer Science Applications
- Software
- Industrial and Manufacturing Engineering
Cite this
The service delivery axioms : Towards a theory for service production. / Medina-Borja, Alexandra; Pasupathy, Kalyan S.
IIE Annual Conference and Expo 2008. 2008. p. 337-342.Research output: Chapter in Book/Report/Conference proceeding › Conference contribution
}
TY - GEN
T1 - The service delivery axioms
T2 - Towards a theory for service production
AU - Medina-Borja, Alexandra
AU - Pasupathy, Kalyan S
PY - 2008
Y1 - 2008
N2 - Economic theory-based production axioms have governed efficiency measurement techniques. With the service sector gaining importance in the economy, researchers have begun to evaluate service operations inadvertently using production axioms that are inherent to manufacturing. Yet, it is well documented that service operations are distinct and unique in several aspects, for instance, consumption and production occur at the same time, and the fact that the consumer affects and modifies the service as it is "produced, " among others. We present a first attempt to elaborate on what the service delivery axioms could be as a step towards a theory of service delivery that would provide quantitative fundamentals for service science.
AB - Economic theory-based production axioms have governed efficiency measurement techniques. With the service sector gaining importance in the economy, researchers have begun to evaluate service operations inadvertently using production axioms that are inherent to manufacturing. Yet, it is well documented that service operations are distinct and unique in several aspects, for instance, consumption and production occur at the same time, and the fact that the consumer affects and modifies the service as it is "produced, " among others. We present a first attempt to elaborate on what the service delivery axioms could be as a step towards a theory of service delivery that would provide quantitative fundamentals for service science.
KW - Performance measurement
KW - Productivity
KW - Service science
UR - http://www.scopus.com/inward/record.url?scp=63849248305&partnerID=8YFLogxK
UR - http://www.scopus.com/inward/citedby.url?scp=63849248305&partnerID=8YFLogxK
M3 - Conference contribution
AN - SCOPUS:63849248305
SP - 337
EP - 342
BT - IIE Annual Conference and Expo 2008
ER -