Journal article

Operating without operations: how is technology changing the role of the firm?

Christoph Breidbach, Sunmee Choi, Benjamin Ellway, Byron W Keating, Katerina Kormusheva, Christian Kowalkowski, Chiehyeon Lim, Paul Maglio

JOURNAL OF SERVICE MANAGEMENT | EMERALD GROUP PUBLISHING LTD | Published : 2018

Abstract

Purpose: The purpose of this paper is to analyze the history and future of service operations, with the goal to identify key theoretical and technological advances, as well as fundamental themes that can help to imagine the future of service operations in 2050. Design/methodology/approach: A review of the service operations literature was undertaken to inform a discussion regarding the role that technology will play in the future of service operations. Findings: The future of service operations is framed in terms of three key themes – complexity, orchestration, and elasticity. The paper makes three contributions to the service science literature by: reviewing key themes underpinning extant s..

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