On service supply chain operations management: a service value perspective

Abstract

The thinking of ‘value oriented’ and ‘servitisation’ increasingly influences traditional goods-centric supply chain gradually transforming to service-dominant one: service supply chain (SSC). Despite the extensive amount of goods-centric supply chain operation management methods which mostly focuses on cost efficiency or responsiveness, they are not fully applicable to SSC as the differences between services and goods; and creating service value is the core of SSC. For the reasons above, this paper develops an alternative perspective, one representing the maximum value co-creation for SSC members. We argue that service value is fundamentally derived and determined in integration and application of service resources and service processes in a SSC context. In this view, we firstly propose a service value indicator system and an operations model framework for SSC. Then a service value oriented and structured and quantitative method of operations management for SSC is presented.