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Strategic planning using service roadmaps

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  • Chanwoo Cho
  • Sungjoo Lee

Abstract

Although useful service planning tools exist, few focus on how to integrate service planning into business and technology planning from a longer perspective, which is essential for a firm to survive and grow in the current and future service environment. We suggest that technology roadmaps, initially developed as a long-term strategic planning tool in the manufacturing sector, can be a good solution for the service sector - and indeed are in use in the service sector under the label 'service roadmaps'. To help more firms enjoy the benefits of the service roadmap concept, this research aims to develop a taxonomy of service roadmap forms. We investigate 93 service roadmaps and identify five dominant types. Then, we analyze the characteristics of each type to understand their current and possible future uses. Our research findings are expected to facilitate the wider use of service roadmaps as a complement to existing service planning tools.

Suggested Citation

  • Chanwoo Cho & Sungjoo Lee, 2014. "Strategic planning using service roadmaps," The Service Industries Journal, Taylor & Francis Journals, vol. 34(12), pages 999-1020, August.
    • Handle: RePEc:taf:servic:v:34:y:2014:i:12:p:999-1020
    DOI: 10.1080/02642069.2014.915951
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    References listed on IDEAS

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    1. Stewart Johnstone & Andrew Dainty & Adrian Wilkinson, 2008. "In search of ‘product-service’: evidence from aerospace, construction, and engineering," The Service Industries Journal, Taylor & Francis Journals, vol. 28(6), pages 861-875, July.
    2. Lawrence F. Cunningham & Clifford E. Young & James H. Gerlach, 2008. "Consumer views of self-service technologies," The Service Industries Journal, Taylor & Francis Journals, vol. 28(6), pages 719-732, July.
    3. Amanda Beatson & Nick Lee & Leonard V. Coote, 2007. "Self-Service Technology and the Service Encounter," The Service Industries Journal, Taylor & Francis Journals, vol. 27(1), pages 75-89, January.
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    3. Heeyong Noh & Youngkeun Song & Ae-Soon Park & Byungun Yoon & Sungjoo Lee, 2016. "Development of new technology-based services," The Service Industries Journal, Taylor & Francis Journals, vol. 36(5-6), pages 200-222, April.
    4. Horio, Masayuki & Shigeto, Sawako & Ii, Ryota & Shimatani, Yukihiro & Hidaka, Masato, 2015. "Potential of the ‘Renewable Energy Exodus’ (a mass rural remigration) for massive GHG reduction in Japan," Applied Energy, Elsevier, vol. 160(C), pages 623-632.

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