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Shifting from Production to Service to Experience-Based Operations

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Service Design and Delivery

Abstract

This chapter covers the shift in focus of value added business operations from ­production to services, and in turn, to experience-based operations where customer involvement itself becomes part of the offering. The shift has significant implications for how businesses are managed. The greater service focus affects the firm’s unique value proposition, which necessitates considerations on strategy, supplier relations, post-sale offerings and so on. Meanwhile, the inclusion of customer ­experiences affect the way operations are designed and employed so that these are structurally systematically captured and capitalised.

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Author information

Authors and Affiliations

  1. Warwick Business School, OM Group, Coventry, CV4 7AL, UK

    Jannis Angelis

Authors
  1. Jannis Angelis
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  2. Edson Pinheiro de Lima
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Corresponding author

Correspondence to Jannis Angelis .

Editor information

Editors and Affiliations

  1. The University of Warwick, Coventry, CV4 7AL, United Kingdom

    Mairi Macintyre

  2. , Bristol Business School, University of the West of England, Bristol, BS16 1QY, United Kingdom

    Glenn Parry

  3. , Warwick Business School, The University of Warwick, Coventry, CV4 7AL, United Kingdom

    Jannis Angelis

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Angelis, J., de Lima, E.P. (2011). Shifting from Production to Service to Experience-Based Operations. In: Macintyre, M., Parry, G., Angelis, J. (eds) Service Design and Delivery. Service Science: Research and Innovations in the Service Economy. Springer, Boston, MA. https://doi.org/10.1007/978-1-4419-8321-3_6

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  • DOI: https://doi.org/10.1007/978-1-4419-8321-3_6

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  • Publisher Name: Springer, Boston, MA

  • Print ISBN: 978-1-4419-8320-6

  • Online ISBN: 978-1-4419-8321-3

  • eBook Packages: Computer ScienceComputer Science (R0)

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