The service delivery axioms

Towards a theory for service production

Alexandra Medina-Borja, Kalyan S Pasupathy

Research output: Chapter in Book/Report/Conference proceedingConference contribution

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)
Title of host publicationIIE Annual Conference and Expo 2008
Pages337-342
Number of pages6
StatePublished - 2008
Externally publishedYes
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

Fingerprint

Economics

Keywords

  • Performance measurement
  • Productivity
  • Service science

ASJC Scopus subject areas

  • Computer Science Applications
  • Software
  • Industrial and Manufacturing Engineering

Cite this

Medina-Borja, A., & Pasupathy, K. S. (2008). The service delivery axioms: Towards a theory for service production. In IIE Annual Conference and Expo 2008 (pp. 337-342)

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 proceedingConference contribution

Medina-Borja, A & Pasupathy, KS 2008, The service delivery axioms: Towards a theory for service production. in IIE Annual Conference and Expo 2008. pp. 337-342, IIE Annual Conference and Expo 2008, Vancouver, BC, Canada, 5/17/08.
Medina-Borja A, Pasupathy KS. The service delivery axioms: Towards a theory for service production. In IIE Annual Conference and Expo 2008. 2008. p. 337-342
Medina-Borja, Alexandra ; Pasupathy, Kalyan S. / The service delivery axioms : Towards a theory for service production. IIE Annual Conference and Expo 2008. 2008. pp. 337-342
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