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A service production system has a structure composed of task execution, agents performing tasks and a resulting service output. The purpose of this paper is to understand how such a service production system changes as a consequence of offshoring.

Drawing on practice theory, the paper investigates how offshoring leads to reconfiguration of the service production system. Through a multiple case methodology, the authors demonstrate how agents and structures interact during reconfiguration.

The paper analyses the reconfiguration of components of a service production system in response to change ignited by offshoring. The authors find recurring effects between structures that enable and constrain agents and agents who shape the structure of the production system.

The paper offers a novel contribution to the service operations management literature by applying practice theory. Moreover, the authors propose a detailed, activity-driven view of service production systems and service offshoring. The authors contribute to practice theory by extending its domain to operations management.

Service production systems have the ability to self-correct any changes inflicted through offshoring of the systems, which helps firms that offshore.

The paper is aimed at service professionals and offshoring managers and proposes a novel presentation of the service production system with a description of how it responds to offshoring. The authors contribute to theory by applying practice theory to the fields of service operations management and offshoring.

The purpose of this paper is to analyse the mutual learning implications for service productivity of the characteristics of service and service production.

This is a conceptual paper. The starting point is, first of all, that productivity as a management concept should help a firm to manage its economic profit, and secondly, that service organizations are open systems, where the customers participate as co-producers and are exposed to the firm’s production resources and processes. Unlike in manufacturing, to understand productivity in service organizations as a means of managing profit, cost effects and revenue effects of changes in the productions system cannot be separated. Due to the interaction between customers and the firm’s resources during service production, dialogical collaboration between them develops. This enables mutual learning.

Given the social dynamics in service production processes, four learning processes that influence service productivity are identified. Two processes enhance the organizations’s internal efficiency (cost savings), and two enhance its external effectiveness (perceived quality, revenue generation); two are organization-driven, two are customer-driven.

The mutual learning model demonstrates how the service provider by learning from the dynamics of service encounters in many ways can manage the productivity of the organizations’s processes. It shows that learning enables improvement of service productivity through effects enhancing both internal efficiency and external effectiveness.

In a productivity context, learning has not earlier been studied as a mutual learning phenomenon.

Modularity promises to relieve problems of complexity in service systems. However, limited evidence exists of its application in specialized hospital services. The purpose of this paper is to identify enablers, constraints, and outcomes of modularization in specialized hospital services.

A qualitative comparative study of a hematology unit with modular service architecture and an oncology unit with integral service architecture in a university hospital is performed to analyze the service architectures, enablers and constraints of modularization, and outcomes.

A framework and five propositions combining the characteristics of specialized hospital services, enabling activities, and outcomes of modularization were developed. Modular service architecture was developed through limiting the number of treatment components, reorganizing production of standardized components into a separate service unit, and standardizing communication and scheduling in interfaces. Modularization increased service efficiency but diluted ownership of services, decreased customization, and diminished informal communication. This is explained by the specific characteristics of the services: fragmented service delivery, professional autonomy, hierarchy, information asymmetry, and requirement to treat all.

Modularization can increase efficiency in specialized hospital services. However, specific characteristics of specialized care may challenge its application and limit its outcomes.

The study identifies enabling activities and constraints that hospital managers should take into account when developing modular service systems.

This is the first empirical study exploring the enablers, constraints, and outcomes of modularization in specialized hospital services. The study complements literature on service modularity with reference to specialized hospital services.

There are large differences in both speed and costs between the traffic modes road and air. Rail has not yet successfully offered services “faster than road but cheaper than air”, although there are technical, logistical and economical opportunities for competing with air for intra‐continental shipments and co‐operate for intercontinental ones. The article categorises segments of the European express freight market and analyses them in a rail perspective. Services between Sweden and Continental Europe and domestically in Sweden are focused. System modelling tools are also adapted to the application of express intermodal transport and prospective roles for rail in express transport are defined. The analysis shows that a transport chain with many actors and long distances does not necessarily entail longer transport times than a short‐distance with the same circumstances under a single management. The analysis also shows that many express transport systems are built in a modular way, implying that subsystems can be exchanged.

Initially, development of theory and processes for the evaluation of service quality lagged behind that for evaluating product quality. Even now, service quality measurement is beset by several problems. Describes some of the difficulties in evaluating service quality and presents a framework for evaluating it which uses a general systems theory approach. Suggests that, to understand consumers′ views of the quality level in the firm, service managers should consider perceptions of service inputs and the service process as well as perceptions of service outcomes. Presents the results of two studies involving six types of service in support of the framework. Discusses recommendations for the implementation of a systems outlook and its implications for services marketers.

The purpose of this paper is to apply value stream mapping holistically to hospital food production/service systems focused on high-quality food.

Multiple embedded case study of three (two private-sector and one public-sector) hospitals in the UK.

The results indicated various issues affecting hospital food production including: the menu and nutritional considerations; food procurement; food production; foodservice; patient perceptions/expectations.

Value stream mapping is a new approach for food production systems in UK hospitals whether private or public hospitals.

The paper identifies opportunities for enhancing hospital food production systems.

The paper provides a theoretical basis for process enhancement of hospital food production and the provision of high-quality hospital food.

Taking Huangshan City as an example, the purpose of this paper is to explore the relationship between gross products of agriculture (GPA), its main composition as well as their influential intermediate inputs, followed by some suggestion, in order to optimize agricultural industrial structure and distribute the ratio of various inputs in agriculture, farming, forestry, animal husbandry and fishery, so as to improve GPA of Huangshan City.

This paper is characterized by an exploratory research by using the grey incidence analysis based on the grey systems theory initiated by Chinese professor Julong Deng. The original data processed in the model are quoted from the Statistical Yearbook of Huangshan City.

This paper draws some important conclusions. First, in terms of large, intermediate inputs in animal husbandry production and fishery production are two important aspects which affect the growth potentiality of agricultural gross products in Huangshan City. This also reflects that the development potentialities of fishery and animal husbandry are larger. Second, the level of agricultural modernization is relatively low in Huangshan City, the growth of agricultural output relies on a large number of inputs such as fertilizers, pesticides, but it also reflects the agriculture production system has huge potentiality to increase in Huangshan City from the side. Third, agriculture producer services as a whole is still relatively weak in Huangshan City. It is difficult to adapt to the development of modern agriculture and agricultural modernization. Finally, the results show that intermediate inputs have different influence on farming, forestry, animal husbandry and fishery.

Suggestion are also proposed to the related policy makers as follows: to vigorously develop animal husbandry and fishery in order to optimize agricultural industrial structure of Huangshan City, to improve agricultural modernization level, to speed up the service support system construction of agriculture production, to optimize the allocation of inputs in farming, forestry, animal husbandry and fishery reasonably.

The purpose of this paper is to propose a stochastic optimisation model for integrating service and maintenance policies in order to solve the queuing problem and the cost of maintenance activities for public transport services, with a particular focus on urban ropeway system.

The authors adopt the following approaches: a discrete-event model that uses a set of interrelated queues for the formulation of the service problem using a cost-based expression; and a maintenance model consisting of preventive and corrective maintenance actions, which considers two different maintenance policies (periodic block-type and age-based).

The work shows that neither periodic block-type maintenance nor an age-based maintenance is necessarily the best maintenance strategy over a long system lifecycle; the optimal strategy must consider both policies.

The maintenance policies are then evaluated for their impact on the service and operation of the transport system. The authors conclude by applying the proposed optimisation model using an example concerning ropeway systems.

This is the first study to simultaneously consider maintenance policy and operational policy in an urban aerial ropeway system, taking up the problem of queuing with particular attention to the unique requirements public transport services.

Many scholars have urged firms to empower consumers to become co-producers, arguing that this empowerment leads to a win-win situation that benefits consumers and providers alike. However, critical voices have emphasised that co-production is a way to exploit rather than empower consumers and hence represents a win–lose idea that benefits providers only. Regrettably, these polarised positions remain disconnected and lack empirical investigation. The aim of the present study is to move the debate beyond this stalemate by integrating these perspectives using an empirical study to explore enabling and constraining implications of the attempts to “empower” consumers.

This paper is based on a qualitative empirical study of an internationally unique example of a long-term co-production process in rheumatology care. Data were collected using both focused interviews and observations.

The study indicates that both the optimistic and the critical perspectives of co-production are valid and the implications of “empowering” consumers are two-edged.

The study highlights the need to zoom in and analyse how empowering and disempowering mechanisms relate to specific aspects of particular co-production processes rather than to co-production as a general phenomenon.

The empirical data illustrate the feasibility of employing patients in everyday healthcare production through simple means while raising numerous issues related to, for example, traditional healthcare roles and process design.

The present study of a unique, long-term co-production illustrates how both perspectives of co-production are valid.

This paper aims to present a framework that will help manufacturing firms to configure their internal production and support operations to enable effective and efficient delivery of products and their closely associated services.

First, the key definitions and literature sources directly associated with servitization of manufacturing are established. Then, a theoretical framework that categorises the key characteristics of a manufacturer's operations strategy is developed and this is populated using both evidence from the extant literature and empirical data.

The framework captures a set of operations principles, structures and processes that can guide a manufacturer in the delivery of product‐centric servitized offering. These are illustrated and contrasted against operations that deliver purely product (production operations) and those which deliver purely services (services operations).

The work is based on a review of the literature supported by data collected from an exploratory case study. Whilst it provides an essential platform, further research will be needed to validate the framework.

The principal contribution of this paper is a framework that captures the key characteristics of operations for product‐centric servitized manufacture.