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Stand der Literatur zur operativen Steuerung von Dienstleistungsprozessen

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  • Leyer, Michael

Abstract

Services are characterised by the integration of customers while the service is produced. This integration leads to interruptions in the processing of a customer order until the customer provides the missing input. Since customer behaviour can be planned to a certain extent only challenges in planning an efficient delivery of a service process arise. This holds especially true for operational control as it has to correct deviances in the short-term. Thus, the following research question occurs: How can service processes be controlled efficiently taking customer integration into account? The aim of this working paper is to conduct a comprehensive literature review with regard to the research question. The results show that the majority of approaches are originate from manufacturing dealing with processes mainly conducted by machines and having stock-keeping possibilities. These manufacturing processes and the approaches typically do not deal with the complex influence of customer integration on operational control as in the case of service processes. It is concluded that a sufficient answer to control service processes is missing so far and thus potential research areas are addressed.

Suggested Citation

  • Leyer, Michael, 2011. "Stand der Literatur zur operativen Steuerung von Dienstleistungsprozessen," Frankfurt School - Working Paper Series 170, Frankfurt School of Finance and Management.
  • Handle: RePEc:zbw:fsfmwp:170
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    Cited by:

    1. Dietmar Harhoff & Elisabeth Mueller & John Reenen, 2014. "What are the Channels for Technology Sourcing? Panel Data Evidence from German Companies," Journal of Economics & Management Strategy, Wiley Blackwell, vol. 23(1), pages 204-224, March.
    2. Kostka, Genia & Moslener, Ulf & Andreas, Jan G., 2011. "Barriers to energy efficiency improvement: Empirical evidence from small-and-medium sized enterprises in China," Frankfurt School - Working Paper Series 178, Frankfurt School of Finance and Management.
    3. Libman, Alexander & Kozlov, Vladimir & Schultz, André, 2012. "Roving bandits in action: Outside option and governmental predation in autocracies," Frankfurt School - Working Paper Series 190, Frankfurt School of Finance and Management.
    4. Yu, Xiaofan, 2011. "A spatial interpretation of the persistency of China's provincial inequality," Frankfurt School - Working Paper Series 171, Frankfurt School of Finance and Management.
    5. Alexander Libman & Vladimir Kozlov & André Schultz, 2012. "Roving Bandits in Action: Outside Option and Governmental Predation in Autocracies," Kyklos, Wiley Blackwell, vol. 65(4), pages 526-562, November.

    More about this item

    Keywords

    operational control; services; literature review;

    JEL classification:

    • D24 - Microeconomics - - Production and Organizations - - - Production; Cost; Capital; Capital, Total Factor, and Multifactor Productivity; Capacity
    • L23 - Industrial Organization - - Firm Objectives, Organization, and Behavior - - - Organization of Production
    • M11 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration - - - Production Management

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