Although a significant amount of research deals with technology roadmaps, most of it focuses on company-oriented rather than public-sector roadmaps. Public-sector R&D is quite different from that of the private sector. Few studies examine the characteristics and structures of public-sector...

The conceptual approach has contributed significantly to service productivity, but it should be complemented by practical deliverable methods. This paper proposes a systematic framework for improving service productivity by employing the failure mode and effect analysis-based portfolio approach....

Purpose – This study aims to propose a tree‐based analytic tool that may be used in analyzing a large‐scale and complex service process. The tenet of this tool is based on the Boolean logic and named service tree analysis (STA). The proposed STA aims to reflect the customer participation...