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http://www.poms.org/conferences/cso2007/talks/44.pdf
analysing and designing service delivery systems from a process-centric perspective. Service delivery system design: a holistic perspective is needed Roth and Menor (2003) specify the boundaries of service operations management as a field of study to the design, the delivery, and the evaluation of services. Service
https://www.emerald.com/insight/content/doi/10.1108/01443571111111946/full/html
The service delivery systems comprise processes that sell electricity contracts and processes that bill against those contracts., – First, the findings indicate what design characteristics are contingent upon the degree of customisation of the service concept.Author: F. Ponsignon, P.A. Smart, R.S. Maull
https://www.researchgate.net/publication/235305303_Service_delivery_system_design_Characteristics_and_contingencies
Design/methodology/approach – Informed by the service strategy triad, a single embedded case study was designed to explore empirical data on four target markets, four service concepts, and on the design characteristics of the corresponding four service delivery systems.
https://www.researchgate.net/publication/258560590_Service_Design_and_Delivery
Service Design and Delivery provides a comprehensive overview of the increasingly important role played by the service industry. Focusing on the development of different processes employed by service organizations, the book emphasizes management of service in relation to products.
https://ore.exeter.ac.uk/repository/bitstream/handle/10871/15894/Ponsignon%20et%20al_IJOPM_Manuscript_Revised_Final.pdf?sequence=2
1 Service delivery system design: characteristics and contingencies ABSTRACT Purpose: The aim of this paper is to explore and empirically investigate the characteristics and contingencies of service delivery system design. Design/methodology/approach: Informed by the service strategy triad, a single embedded case study was designed to explore empirical data on four target markets, four service
http://www.authorstream.com/Presentation/shaktiawasthi-783253-designing-service-delivery-systems/
Jan 19, 2011 · Designing Service Delivery Systems - authorSTREAM Presentation. Delivering what the customer values - The service delivery system (SDS) : James Stanworth NCKU 05/2005 Delivering what the customer values - The service delivery system (SDS) Where the final assembly of the elements takes place and the product is delivered to the customer.
https://business-school.exeter.ac.uk/documents/papers/management/2007/0717.pdf
2 Service delivery systems: the transformational context Abstract This paper suggests that many of the works found within the services literature require re- appraisal to ensure their relevance and utility in a radically changing business landscape.
https://hbr.org/1984/01/designing-services-that-deliver
Consumers, however, often deduce the nature of the service from this type of circumstantial evidence. The design of a service should therefore incorporate the orchestration of tangible evidence—everything the consumer uses to verify the service’s effectiveness. The …
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