Balancing service productivity by the means of digital technologies

Ewelina Lacka, T. C. Wong, Hongwei He

Research output: Contribution to conferencePaper

Abstract

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.
LanguageEnglish
Pages1-10
Number of pages10
Publication statusPublished - 22 Jun 2016
Event23rd EurOMA - Norway, Trondheim , United Kingdom
Duration: 17 Jun 201622 Jun 2016

Conference

Conference23rd EurOMA
CountryUnited Kingdom
CityTrondheim
Period17/06/1622/06/16

Fingerprint

Digital technology
Productivity
Producer services
Consumer services
Transformation process
Service provision

Keywords

  • 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.
Lacka, Ewelina ; Wong, T. C. ; He, Hongwei. / Balancing service productivity by the means of digital technologies. Paper presented at 23rd EurOMA, Trondheim , United Kingdom.10 p.
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Lacka, E, Wong, TC & He, H 2016, 'Balancing service productivity by the means of digital technologies' Paper presented at 23rd EurOMA, Trondheim , United Kingdom, 17/06/16 - 22/06/16, pp. 1-10.

Balancing service productivity by the means of digital technologies. / Lacka, Ewelina; Wong, T. C.; He, Hongwei.

2016. 1-10 Paper presented at 23rd EurOMA, Trondheim , United Kingdom.

Research output: Contribution to conferencePaper

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AU - He, Hongwei

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AB - 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.

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KW - technology

KW - service

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M3 - Paper

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ER -

Lacka E, Wong TC, He H. Balancing service productivity by the means of digital technologies. 2016. Paper presented at 23rd EurOMA, Trondheim , United Kingdom.