Title: Resource integration and production approach for managing a service-technology interface in service systems

Authors: Henri Karppinen; Janne Huiskonen; Kaisa Seppänen

Addresses: Department of Industrial Management, Lappeenranta University of Technology, P.O. Box 20, FI-53851 Lappeenranta, Finland ' Department of Industrial Management, Lappeenranta University of Technology, P.O. Box 20, FI-53851 Lappeenranta, Finland ' Department of Industrial Management, Lappeenranta University of Technology, P.O. Box 20, FI-53851 Lappeenranta, Finland

Abstract: Service is about applying and integrating resources in a way that the applier or integrator is able to create value for her/him. In order to support value creation, the service provider has to produce value creation potential for the customer and transform and communicate service logic into practical processes and tasks. Traditionally, information design and management has been left to information and software experts, causing additional model and communication challenges for service management. In this study, the focus is on an understudied area in service research, where the information perspective aims at connecting service operations to more abstract design models and vice-versa from the service managers' and providers' perspective. Design science methodology and constructing a design artefact offer an engineering-oriented approach for creating flexible and innovative operations management solutions through advanced service information. The design artefact is tested and demonstrated in two service systems in healthcare and transportation contexts. The evaluation of the artefact and the results show that information processing and management have a significant role in the service context, where multiple perspectives with artificial and real design as well as realisation elements should be managed simultaneously.

Keywords: service-technology interface; service operations management; service systems; resource production; resource integration; service information; technology; value creation; design artefacts; healthcare services; transport services; design science; information processing; information management.

DOI: 10.1504/IJQRS.2014.065780

International Journal of Qualitative Research in Services, 2014 Vol.1 No.4, pp.257 - 275

Received: 03 Sep 2013
Accepted: 12 Mar 2014
Published online: 28 Nov 2014 *

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