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Balancing service productivity by the means of digital technologies

Lacka, Ewelina and Wong, T. C. and He, Hongwei (2016) Balancing service productivity by the means of digital technologies. In: 23rd EurOMA, 2016-06-17 - 2016-06-22, Norway.

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    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.

    Author(s):Lacka, Ewelina, Wong, T. C. and He, Hongwei
    Item type:Conference or Workshop Item(Paper)
    ID code:56247
    Keywords:productivity, technology, service, Marketing. Distribution of products, Marketing
    Subjects:Social Sciences > Commerce > Marketing. Distribution of products
    Department:Strathclyde Business School > Marketing
    Faculty of Engineering > Design, Manufacture and Engineering Management
    Depositing user: Pure Administrator
    Date deposited:29 Apr 2016 10:49
    Last modified:18 Jun 2019 00:50
    Related URLs:
    URI:https://strathprints.strath.ac.uk/id/eprint/56247
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