Balancing service productivity by the means of digital technologies

Ewelina Lacka, T. C. Wong, Hongwei He

Research output: Contribution to conferencePaper

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This research builds on the theory of service productivity by Rust and Huang (2012). Specifically, this two-phase research assesses internal and external service productivity and evaluates how the use of digital technologies would impact the optimal productivity levels. This conference paper presents the results of the first research phase where through the course of qualitative investigation a range service producer and service consumer inputs/ outputs as well as technologies used during inputs/outputs transformation processes were identified. The study reveals the need to balance the use of technologies in service provision as they may have negative impact on external productivity outputs.
Original languageEnglish
Number of pages10
Publication statusPublished - 22 Jun 2016
Event23rd EurOMA - Norway, Trondheim , United Kingdom
Duration: 17 Jun 201622 Jun 2016


Conference23rd EurOMA
CountryUnited Kingdom



  • productivity
  • technology
  • service

Cite this

Lacka, E., Wong, T. C., & He, H. (2016). Balancing service productivity by the means of digital technologies. 1-10. Paper presented at 23rd EurOMA, Trondheim , United Kingdom.