Abstract
PurposeThe study aims to explore the benefits of service productisation to provide further understanding on the productisation concept as support for business processes and service management. The concept has been deficiently discussed regardless of the potential significance to the whole formed by service products, business processes, information technology (IT), people and data.Design/methodology/approachIn the study, the exploratory empirical evidence is presented from 16 cases, 4 of which are from companies that are globally well-known.FindingsThe key findings of the paper include an overview of the benefits of service productisation and the relation to service offering, service processes and related resources. The concept links to the management of the whole formed by service products, business processes, IT, people and data. The noted benefits seem to be applicable to productisation of different service types, whilst some service characteristics may affect the specific emphasis.Research limitations/implicationsThe limitations involve using secondary data, which, however, makes the cases less biased regarding the aims. Primary data are required to gain further insights into the phenomena and the identified benefits.Practical implicationsThe findings provide support for issues that are commonly discussed by practitioners on a concept that is less studied by the scientific literature. Practitioners can work towards organisational efficiency and effectiveness by understanding the benefits of productisation. Understanding service productisation can support the effective management of business processes and work towards prosperity in the service business.Originality/valueThe study is the first one to analyse the benefits of service productisation by exploring the issue through multiple cases and attempting to identify aspects for further attention by the academic community.
Highlights
Service productisation is discussed as a formalisation type of service innovation by the literature Hemple (2015), Valtakoski and J€arvi (2016) and as a set of activities to define and combine suitable elements into a product-like object that is repeatable and comprehendible (Harkonen et al, 2015)
What are the benefits of service productisation, if any, which could be addressed by research to provide further understanding on the productisation concept?
Several benefits of service productisation were experienced in the case companies all of which are discussed below: Productisation formalises the offering and clarifies processes to reduce overlapping work and to increase service quality
Summary
Service productisation is discussed as a formalisation type of service innovation by the literature Hemple (2015), Valtakoski and J€arvi (2016) and as a set of activities to define and combine suitable elements into a product-like object that is repeatable and comprehendible (Harkonen et al, 2015). The innovation, in this context, relates to the determination and optimal organisation of service content to meet customer needs. The full terms of this licence may be seen at http:// creativecommons.org/licences/by/4.0/legalcode
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