Shifting from Production to Service to Experience-Based Operations

  • Jannis Angelis
  • Edson Pinheiro de Lima
Part of the Service Science: Research and Innovations in the Service Economy book series (SSRI)


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.


Service Firm Service Offering Service Context Customer Experience Customer Expectation 
These keywords were added by machine and not by the authors. This process is experimental and the keywords may be updated as the learning algorithm improves.


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Copyright information

© Springer Science+Business Media, LLC 2011

Authors and Affiliations

  1. 1.Warwick Business SchoolOM GroupCoventryUK

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