Insights from Architectural Elements of a Service Transformation Process— A Literature Review

Abstract

The transformation process is at the centre of the wider discipline of operations management. But whilst it is widely studied from both manufacturing and service perspectives, very few studies look at the underpinning relationships amongst its constituent parts. This paper seeks to enrich our understanding of linkages between customer input, service delivery system, and the service concept through a review of service operations management literature. The traditional service classification dimensions/theories are evaluated in light of the emergent information intensity aspect of virtual services. The emergent tentative insights are summarised in a conceptual framework.