Authors: Ilona Skačkauskienė; Jurga Vestertė
Addresses: Department of Management, Faculty of Business Management, Vilnius Gediminas Technical University, Sauletekio al. 11, LT-10223 Vilnius, Lithuania ' Department of Management, Faculty of Business Management, Vilnius Gediminas Technical University, Sauletekio al. 11, LT-10223 Vilnius, Lithuania
Abstract: Service providers face the challenge of providing customer-centred services at effective costs. One of the possible approaches is to modularise service delivery. However, applying modular design principles to services still requires scientific refinement. The study aims to address the paradox of service customisation and standardisation that service providers face when planning for service delivery modularisation. The results from the study allows to characterise the service delivery process, answer the question what the essence of applying modular design principles to service delivery is, and provides direction for rationalising the planning for service modularity.
Keywords: service modularity; service delivery process; service customisation; service standardisation; paradox management; service competitiveness.
International Journal of Learning and Change, 2021 Vol.13 No.4/5, pp.337 - 351
Received: 06 Sep 2019
Accepted: 20 Oct 2019
Published online: 14 May 2021 *