Operations have traditionally focused on reductive analysis; transactional processes open to mass-customisation and standardisation. This study proposes that service complexity created by extensive ‘reasonable’ customer demand limits the ability to standardise and manage systems through...

Service Design and Delivery provides a comprehensive overview of the increasingly important role played by the service industry. Focusing on the development of different processes employed by service organizations, the book emphasizes management of service in relation to products. It not only...

Purpose: Given the rise of big data and use of analytics, this study explores how the performance measurement systems research field has incorporated dynamic aspects and digitalization prevalent in rapidly changing and competitive environments. Design/methodology/approach: In the study we...