Service management involves building new services by combining and recombining processes and routines. In this paper, we examine the ontological and epistemological perspectives that inform our understanding of the chunks of functionality that are being recombined. Based on a review of 367 influential articles, we identify two very different sets of assumptions about the nature of processes and routines. We discuss the implications of these divergent assumptions for service management.
Pentland, Brian T.; Yakura, Elaine; and Singh, Harminder, "Services, Processes and Routines: Literature review and implications" (2011). CONF-IRM 2011 Proceedings. 14.