Location
Grand Wailea, Hawaii
Event Website
https://hicss.hawaii.edu/
Start Date
8-1-2019 12:00 AM
End Date
11-1-2019 12:00 AM
Description
Today, during service delivery, providers allocate their delivery resources such that their own delivery-dependent costs are minimal. However, during service delivery, costs arise not only for the provider, but for the customer, too. In industrial maintenance, for example, those costs arise---depending on service delivery---due to longer equipment unavailability. The concept of system-oriented service delivery aims at minimizing the total (customer and provider) delivery-dependent costs within the service system and promises a Pareto improvement over today’s practice. Hence, added value is created. However, so far, we have no understanding of the magnitude of and factors favoring high added value through system-oriented service delivery. Consequently, this work aims at filling this gap and widening knowledge on the added value through system-oriented service delivery. We present a simulation study to elaborate on the added value in dependency of the customer base constellation in an industrial maintenance illustrative scenario.
On the Impact of the Customer Base on the Added Value through System-Oriented Service Delivery in Industrial Maintenance
Grand Wailea, Hawaii
Today, during service delivery, providers allocate their delivery resources such that their own delivery-dependent costs are minimal. However, during service delivery, costs arise not only for the provider, but for the customer, too. In industrial maintenance, for example, those costs arise---depending on service delivery---due to longer equipment unavailability. The concept of system-oriented service delivery aims at minimizing the total (customer and provider) delivery-dependent costs within the service system and promises a Pareto improvement over today’s practice. Hence, added value is created. However, so far, we have no understanding of the magnitude of and factors favoring high added value through system-oriented service delivery. Consequently, this work aims at filling this gap and widening knowledge on the added value through system-oriented service delivery. We present a simulation study to elaborate on the added value in dependency of the customer base constellation in an industrial maintenance illustrative scenario.
https://aisel.aisnet.org/hicss-52/da/service_science/3