Operating without operations: how is technology changing the role of the firm?

Christoph Breidbach, Sunmee Choi, Benjamin Ellway, Byron W. Keating, Katerina Kormusheva, Christian Kowalkowski, Chiehyeon Lim, Paul Maglio
2018 Journal of Service Management  
Purpose: The history and future of service operations are analyzed, with the goal to identify key theoretical and technological advances, as well as fundamental themes that can help to imagine the future of service operations in 2050. Approach: A review of the service operations literature was undertaken to inform a discussion regarding the role that technology will play in the future of service operations. Findings: The future of service operations is framed in terms of three key
more » ... e key themescomplexity, orchestration, and elasticity. The paper makes three contributions to the service science literature by: (1) reviewing key themes underpinning extant service operations research to frame future trajectories of service operations research; (2) elaborating a vision of service operations in 2050 based on history and technology; and (3) outlining a research agenda for future service operations. Originality: Service operations in the next 30 years will be very different from what it was in the past 30 years. This paper differs from other review papers by identifying three key themes that will characterize and instill new insights into the future of service operations research. Paper type: Conceptual paper.
doi:10.1108/josm-05-2018-0127 fatcat:fsep3pbjmrek7fzvt2dwjoijam