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Identifying opportunities for service productivity improvement using a business model lens

Author

Listed:
  • Andreas Zolnowski
  • Martin Semmann
  • Sharif Amrou
  • Tilo Böhmann

Abstract

Identifying potential productivity improvements in highly co-created services is a challenge for practitioners and researchers alike. In our contribution, we focus on corporate education services that are designed and delivered in close collaboration between service providers and service customers. We demonstrate how adopting a business-model lens facilitates the search for productivity improvements in this setting. In our discussion, we use a business-model-based approach to derive ideas for productivity improvement. Afterwards we derive implications for future research on improving the productivity of highly co-created services.

Suggested Citation

  • Andreas Zolnowski & Martin Semmann & Sharif Amrou & Tilo Böhmann, 2013. "Identifying opportunities for service productivity improvement using a business model lens," The Service Industries Journal, Taylor & Francis Journals, vol. 33(3-4), pages 409-425, February.
    • Handle: RePEc:taf:servic:v:33:y:2013:i:3-4:p:409-425
    DOI: 10.1080/02642069.2013.747516
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    References listed on IDEAS

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    1. Zott, Christoph & Amit, Raphael & Massa, Lorenzo, 2010. "The business model: Theoretical roots, recent developments, and future research," IESE Research Papers D/862, IESE Business School.
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    Cited by:

    1. Luria Gil & Gal Iddo & Yagil Dana, 2015. "Spending more time with the customer: service-providers’ behavioral discretion and call-center operations," Service Business, Springer;Pan-Pacific Business Association, vol. 9(3), pages 427-443, September.
    2. Rafael Marques & Rafael Teixeira & Daniel P. Lacerda & Fabio S. Piran, 2023. "Exploring outsourcing service productivity from the buyer and supplier perspective: A case analysis in the fleet maintenance industry," Operations Management Research, Springer, vol. 16(2), pages 853-867, June.
    3. Marko Peric & Vanja Vitezic & Jelena Durkin, 2017. "Business Model Concept: An Integrative Framework Proposal," Managing Global Transitions, University of Primorska, Faculty of Management Koper, vol. 15(3 (Fall)), pages 255-274.

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