The Paradox of Service Industrialization

  • Jesús Alcoba González
Part of the Lecture Notes in Business Information Processing book series (LNBIP, volume 82)


The emergent interdisciplinary area Service Science Management & Engineering (SSME) considers the study of people, technology and shared information as prime components in service systems. Quite frequently, however, the area regarding people is the one that draws less attention. In this theoretical paper we analyse how the knowledge and application of recent discoveries on the way in which the human mind perceives and stores concepts and events has important implications regarding service design. The paradox of service industrialization arises when defining a continuum between maximum industrialization of the service on one end and complete personalization on the other. The contribution of this work lies in pointing out research lines for Service Science (SSME).


Service science industrialization customization 


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© Springer-Verlag Berlin Heidelberg 2011

Authors and Affiliations

  • Jesús Alcoba González
    • 1
  1. 1.La Salle Campus MadridSpain

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