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Long and short-term effects of customisation on the service operations strategy

机译：定制对服务运营策略的长期和短期影响

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摘要

This study has a twofold objective. First, we attempt to promote an understanding of the relationship between the design of Service Operations Strategies and their implementation, as they are driven by the customisation efforts. Second, we study the extent to which such service orientation may have two different forms, depending upon whether a company focuses on services that may have long-term or short-term effects on the customer nature. Consequently, a company aiming at raising its quality levels, and therefore its performance, should design and implement its Service Operations Strategy, mirroring the service orientation of the firm. We suggest four dimensions (Time, Space, Scale and Scope), which contribute towards explaining the two mentioned approaches. This may address the process of implementation of the Service Operations Strategy.
机译：该研究具有双重目的。首先，由于定制工作的推动，我们试图增进对服务运营策略设计与其实施之间关系的理解。其次，我们研究这种面向服务的程度可能有两种不同的形式，具体取决于公司是否关注可能对客户性质产生长期或短期影响的服务。因此，旨在提高质量水平并因此提高绩效的公司应设计并实施其服务运营策略，以反映公司的服务取向。我们建议四个维度（时间，空间，比例和范围），它们有助于解释上述两种方法。这可以解决服务运营策略的实施过程。

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