Abstract
The pervasiveness of the service economy is as evident as it is frequently underestimated. Particularly, while the main attention is paid to the so called economy of the experience, a relevant change is taking place, what we called the service industrialization. It is the consequence of a twofold phenomenon: on the one hand, the adoption of the new technologies in order to run the service operations; on the other, the transfer of the most effective management practices from the goods manufacturing context to the service one. The service industrialization can enable the convergence of the two fundamental service operations models we have identified, namely the Service Factory and the Service Theatre.
This is a preview of subscription content, log in via an institution to check access.
Access this chapter
Tax calculation will be finalised at checkout
Purchases are for personal use only
Notes
- 1.
Similarly, the diffusion of the 3D-printing technologies is suggesting a potential future for those “makers” that manufacture objects with the characteristics and complexities of a huge manufacturing system, but in single piece, with a small equipment and highly customized.
- 2.
The verbatim statements can be found at http://www.seekingalpha.com, key in BBW and then search BBW’s earnings call transcripts from the date of stock market listing to the present day.
- 3.
Data and information can be found on http://www.seaworldparksandadventures.com and http://www.blackstone.com. On site visit at the San Diego park (http://seaworldparks.com/en/seaworld-sandiego/) took place in March 2012.
- 4.
For more information, http://www.theouldsod.com
References
Abernathy, W. J., & Utterback, J. M. (1975). A dynamic model of process and product innovation. The International Journal of Management Science, 3(6), 639–656.
Akao, Y. (1990). Quality function deployment: Integrating customers requirements into product design. New York: Productivity Press.
Baglieri, E. (2013). Dall’idea al valore. Organizzazione e gestione del processo di sviluppo dei nuovi prodotti e servizi. Milano: RCS ETAS.
Chase, B., & Apte, U. M. (2007). A history of research in service operations: What’s the big idea? Journal of Operations Management, 25(2), 375–386.
Chase, R. B., & Garvin, D. A. (1989). The service factory. Harvard Business Review (July–August), 61–69.
Ferrata, R. (1989). Innovazione tecnologica. Politica di prodotto e strategia di diffusione. Milano: Egea.
Heineke, J., & Davis, M. K. (2007). The emergence of service operations management as an academic discipline. Journal of Operations Management, 25(2), 364–374.
Johnston, R. (2005). Service operations management: From the roots up. International Journal of Operations and Production Management, 25(12), 1298–1308.
Levitt, T. (1976). The industrialization of service. Harvard Business Review (September–October), 63–74.
Lusch, R. F., & Vargo, S. L. (2006). The service-dominant logic of marketing: Dialog, debate, and directions. New York: M.E. Sharpe Inc.
Lusch, R. F., & Vargo, S. L. (2011). Service-dominant logic: A necessary step. European Journal of Marketing, 45(7/8), 1298–1309.
Metters, R. (2010). The neglect of service science in the OM field. In P. P. Maglio, C. A. Kieliszewski, & J. Spohrer (Eds.), Handbook of service science (pp. 309–317). New York: Springer.
Metters, R., & Marucheck, A. (2007). Service management: Academic issues and scholarly reflections from OM researchers. Decision Sciences, 38(2), 195–214.
O’Shaughnessy, N., & O’Shaughnessy, J. (2009). The service-dominant perspective: A backward step. European Journal of Marketing, 43(5/6), 784–797.
Pine, J., & Gilmore, J. (1999). The experience economy. Boston, MA: Harvard Business School Press.
Shaw, C. (2007). The DNA of customer experience: How emotions drive value. New York: Palgrave Macmillan.
Author information
Authors and Affiliations
Corresponding author
Editor information
Editors and Affiliations
Rights and permissions
Copyright information
© 2014 Springer International Publishing Switzerland
About this chapter
Cite this chapter
Baglieri, E. (2014). Factories or Theatres? The Future of Service. In: Baglieri, E., Karmarkar, U. (eds) Managing Consumer Services. Springer, Cham. https://doi.org/10.1007/978-3-319-04289-3_1
Download citation
DOI: https://doi.org/10.1007/978-3-319-04289-3_1
Published:
Publisher Name: Springer, Cham
Print ISBN: 978-3-319-04288-6
Online ISBN: 978-3-319-04289-3
eBook Packages: Business and EconomicsBusiness and Management (R0)