The service delivery axioms: Towards a theory for service production

Alexandra Medina-Borja, Kalyan S. Pasupathy

Research output: Contribution to conferencePaper

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 languageEnglish (US)
Pages337-342
Number of pages6
StatePublished - Dec 1 2008
EventIIE Annual Conference and Expo 2008 - Vancouver, BC, Canada
Duration: May 17 2008May 21 2008

Other

OtherIIE Annual Conference and Expo 2008
CountryCanada
CityVancouver, BC
Period5/17/085/21/08

Keywords

  • Performance measurement
  • Productivity
  • Service science

ASJC Scopus subject areas

  • Computer Science Applications
  • Software
  • Industrial and Manufacturing Engineering

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  • Cite this

    Medina-Borja, A., & Pasupathy, K. S. (2008). The service delivery axioms: Towards a theory for service production. 337-342. Paper presented at IIE Annual Conference and Expo 2008, Vancouver, BC, Canada.