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) |
|---|---|
| Pages | 337-342 |
| Number of pages | 6 |
| State | Published - 2008 |
| 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/Territory | Canada |
| City | Vancouver, BC |
| Period | 5/17/08 → 5/21/08 |
Keywords
- Performance measurement
- Productivity
- Service science
ASJC Scopus subject areas
- Computer Science Applications
- Software
- Industrial and Manufacturing Engineering