Operating without operations: how is technology changing the role of the firm?

Christoph Breidbach, Sunmee Choi, Benjamin Ellway, Byron W. Keating, Katerina Kormusheva, Christian Kowalkowski, Chiehyeon Lim, Paul Maglio

Research output: Contribution to journalArticle

8 Citations (Scopus)

Abstract

Purpose: The purpose of this paper is to analyze the history and future of service operations, with the goal to identify key theoretical and technological advances, as well as fundamental themes that can help to imagine the future of service operations in 2050.

Design/methodology/approach: A review of the service operations literature was undertaken to inform a discussion regarding the role that technology will play in the future of service operations.

Findings: The future of service operations is framed in terms of three key themes – complexity, orchestration, and elasticity. The paper makes three contributions to the service science literature by: reviewing key themes underpinning extant service operations research to frame future trajectories of service operations research; elaborating a vision of service operations in 2050 based on history and technology; and outlining a research agenda for future service operations.

Practical implications: The case of service automation is used to provide an illustration of how the three themes converge to define future service operations, and in particular, to show how technology is recasting the role of the firm.

Originality/value: Service operations in the next 30 years will be very different from what it was in the past 30 years. This paper differs from other review papers by identifying three key themes that will characterize and instill new insights into the future of service operations research.

Original languageEnglish
Pages (from-to)809-833
Number of pages25
JournalJournal of Service Management
Volume29
Issue number5
DOIs
Publication statusPublished - 2018

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Operations research
Elasticity
Automation
Trajectories
services
firm
Service operations
history
automation
elasticity

Cite this

Breidbach, C., Choi, S., Ellway, B., Keating, B. W., Kormusheva, K., Kowalkowski, C., ... Maglio, P. (2018). Operating without operations: how is technology changing the role of the firm? Journal of Service Management, 29(5), 809-833. https://doi.org/10.1108/JOSM-05-2018-0127
Breidbach, Christoph ; Choi, Sunmee ; Ellway, Benjamin ; Keating, Byron W. ; Kormusheva, Katerina ; Kowalkowski, Christian ; Lim, Chiehyeon ; Maglio, Paul. / Operating without operations: how is technology changing the role of the firm?. In: Journal of Service Management. 2018 ; Vol. 29, No. 5. pp. 809-833.
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Breidbach, C, Choi, S, Ellway, B, Keating, BW, Kormusheva, K, Kowalkowski, C, Lim, C & Maglio, P 2018, 'Operating without operations: how is technology changing the role of the firm?', Journal of Service Management, vol. 29, no. 5, pp. 809-833. https://doi.org/10.1108/JOSM-05-2018-0127

Operating without operations: how is technology changing the role of the firm? / Breidbach, Christoph; Choi, Sunmee; Ellway, Benjamin; Keating, Byron W.; Kormusheva, Katerina; Kowalkowski, Christian; Lim, Chiehyeon; Maglio, Paul.

In: Journal of Service Management, Vol. 29, No. 5, 2018, p. 809-833.

Research output: Contribution to journalArticle

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T1 - Operating without operations: how is technology changing the role of the firm?

AU - Breidbach, Christoph

AU - Choi, Sunmee

AU - Ellway, Benjamin

AU - Keating, Byron W.

AU - Kormusheva, Katerina

AU - Kowalkowski, Christian

AU - Lim, Chiehyeon

AU - Maglio, Paul

PY - 2018

Y1 - 2018

N2 - Purpose: The purpose of this paper is to analyze the history and future of service operations, with the goal to identify key theoretical and technological advances, as well as fundamental themes that can help to imagine the future of service operations in 2050. Design/methodology/approach: A review of the service operations literature was undertaken to inform a discussion regarding the role that technology will play in the future of service operations. Findings: The future of service operations is framed in terms of three key themes – complexity, orchestration, and elasticity. The paper makes three contributions to the service science literature by: reviewing key themes underpinning extant service operations research to frame future trajectories of service operations research; elaborating a vision of service operations in 2050 based on history and technology; and outlining a research agenda for future service operations. Practical implications: The case of service automation is used to provide an illustration of how the three themes converge to define future service operations, and in particular, to show how technology is recasting the role of the firm. Originality/value: Service operations in the next 30 years will be very different from what it was in the past 30 years. This paper differs from other review papers by identifying three key themes that will characterize and instill new insights into the future of service operations research.

AB - Purpose: The purpose of this paper is to analyze the history and future of service operations, with the goal to identify key theoretical and technological advances, as well as fundamental themes that can help to imagine the future of service operations in 2050. Design/methodology/approach: A review of the service operations literature was undertaken to inform a discussion regarding the role that technology will play in the future of service operations. Findings: The future of service operations is framed in terms of three key themes – complexity, orchestration, and elasticity. The paper makes three contributions to the service science literature by: reviewing key themes underpinning extant service operations research to frame future trajectories of service operations research; elaborating a vision of service operations in 2050 based on history and technology; and outlining a research agenda for future service operations. Practical implications: The case of service automation is used to provide an illustration of how the three themes converge to define future service operations, and in particular, to show how technology is recasting the role of the firm. Originality/value: Service operations in the next 30 years will be very different from what it was in the past 30 years. This paper differs from other review papers by identifying three key themes that will characterize and instill new insights into the future of service operations research.

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