Purpose: the objective of this work is to empirically investigate the design of a service delivery system that supports the provision of modular service logistics offerings. Design/methodology/approach: an in-depth single-case study relying on interview data and extensive documentary evidence is carried out in the business-to-business (B2B) logistics sector. Three main analytical techniques are used to make sense of the qualitative data: thematic analysis, process mapping and the application of modular operators. Findings: a modular service delivery system comprises three types of processes that collectively deliver modular offerings. The platform consists of core processes that enable the collection, transport and delivery of physical items for all offerings (modular and non-modular). Dedicated modular processes are mandatory and exclusive to individual modular offerings. Optional modular processes are shared across several modular offerings. Interfaces regulate physical (e.g. parcels or parts) and information (e.g. booking data) inputs provided by the customer in order to control the interdependencies within these different process types. Practical implications: the identification of three process types and their interdependencies provides detailed insights into how managers can design modular logistics services that benefit from economies of scale and meet increasingly variable customer requirements. The importance of well-designed interfaces among the customers, the service offering and the service delivery system is highlighted. Originality/value: This study extends previous modularity studies in service logistics. It is the first study to apply modular operators to determine the presence of modularity in the service delivery system and to establish the role of different process types in enabling modularity in the service delivery system. 

Distributed Ledger Technology (DLT), such as blockchain, has the potential to transform supply chains. It can provide a cryptographically secure and immutable record of transactions and associated metadata (origin, contracts, process steps, environmental variations, microbial records, etc.) linked across whole supply chains. The ability to trace food items within and along a supply chain is legally required by all actors within the chain. It is critical to food safety, underpins trust and global food trade. However, current food traceability systems are not linked between all actors within the supply chain. Key metadata on the age and process history of a food is rarely transferred when a product is bought and sold through multiple steps within the chain. Herein, we examine the potential of massively scalable DLT to securely link the entire food supply chain, from producer to end user. Under such a paradigm, should a food safety or quality issue ever arise, authorized end users could instantly and accurately trace the origin and history of any particular food item. This novel and unparalleled technology could help underpin trust for the safety of all food, a critical component of global food security. In this paper, we investigate the (i) data requirements to develop DLT technology across whole supply chains, (ii) key challenges and barriers to optimizing the complete system, and (iii) potential impacts on production efficiency, legal compliance, access to global food markets and the safety of food. Our conclusion is that while DLT has the potential to transform food systems, this can only be fully realized through the global development and agreement on suitable data standards and governance. In addition, key technical issues need to be resolved including challenges with DLT scalability, privacy and data architectures. 

Distributed ledger technologies (DLTs) are rewriting conventional notions of business transacting, creating fresh opportunities for value creation and capture. Using qualitative interview data as a primary resource, the proposed five-point model synthesizes these possibilities, demonstrating how they may lead to “disruptive innovation.” a further conceptual model is subsequently provided with a view to assisting future problem solving in the area. 

Service research highlights the utility of adopting a service ecosystem approach to studying service innovation. It suggests that service innovations can arise from challenging and developing the institutions (i.e. norms, rules, practices, meanings, and symbols) which underpin an ecosystem. Also, recent emphasis on consumer well-being posits that studies of service provision to poor consumers are needed. Reflecting these research priorities, the context of this case study on service innovation is the food waste ecosystem, whereby service innovations can contribute to the alleviation of food poverty for thousands of citizens. The central actor of the ecosystem is the leading UK charity organization fighting food waste. The paper’s contribution lies in using data from ecosystem actors to clarify the distinctions between institutions, thereby enhancing understanding of the application of institutional theory within the ecosystem and highlighting some theoretical implications for service innovation both within- and between-system levels. An actor institutions matrix is offered as a fruitful outcome of the analysis of the institutions, and suggested recommendations for operationalizing service ecosystem studies are outlined.  

Purpose – Improvement of reverse supply chains requires accurate and timely information about the patterns of consumption. In the consumer context, the ways to generate and access such use-visibility data are in their infancy. The purpose of this study is to demonstrate how the Internet of Things (IoT) may be operationalised in the domestic setting to capture data on a consumer’s use of products and the implications for reverse supply chains. Design/methodology/approach – This study uses an explorative case approach drawing on data from studies of six UK households. “Horizontal” data, which reveals patterns in consumers’ use processes, is generated by combining “vertical” data from multiple sources. Use processes in the homes are mapped using IDEF0 and illustrated with the data. The quantitative data are generated using wireless sensors in the home, and qualitative data are drawn from online calendars, social media, interviews and ethnography. Findings – the study proposes four generic measurement categories for operationalising the concept of use-visibility: experience, consumption, interaction and depletion, which together address the use of different household resources. The explorative case demonstrates how these measures can be operationalised to achieve visibility of the context of use in the home. The potential of such use-visibility for reverse supply chains is discussed. Research limitations/implications – This explorative case study is based on an in-depth study of the bathroom which illustrates the application of use-visibility measures (UVMs) but provides a limited use context. Further research is needed from a wider set of homes and a wider set of use processes and contexts. Practical implications – the case demonstrates the operationalisation of the combination of data from different sources and helps answer questions of “why?”, “how?”, “when?” and “how much?”, which can inform reverse supply chains. The four UVMs can be operationalised in a way that can contribute to supply chain visibility, providing accurate and timely information of consumption, optimising resource use and eliminating waste. Originality/value – IDEF0 framework and case analysis is used to identify and validate four UVMs available through IoT data – that of experience, consumption, interaction and depletion. The UVMs characterise IoT data generated from a given process and inform the primary reverse flow in the future supply chain. They provide the basis for future data collection and development of theory around their effect on reverse supply chain efficiency. 

Purpose – the purpose of this paper is to explore how financial services (FS) organizations manage the customer experience. It aims to establish what practices are used, to articulate the role of the FS context in influencing the choice of practices, and to identify how these practices support experience co-creation from the perspective of the organization. Design/methodology/approach – the authors adopt a multiple case study approach. In total, 23 cases provide a rich understanding of the phenomenon studied which permits grounding the findings on robust data. Findings – the authors identify five practices that are consistently used by FS organizations to manage the customer experience. The findings suggest that four industry-specific characteristics affect the choice of these practices. The results also reveal how these practices support the co-creation of the customer experience. Research limitations/implications – the authors focus on the FS context only, do not examine the impact of the practices on performance, and do not explore experience co-creation from the perspective of the customer. Practical implications – Adopting these practices can facilitate a more co-created customer experience, which in turn can provide FS organizations with a competitive differentiator. Originality/value – the paper advances current knowledge by revealing five customer experience management practices that are specific to the FS context. Moreover, this is one of the first studies to explore experience co-creation from the perspective of the organization and to identify ways in which organizations can support customers in co-creating the experiences. 

This paper addresses the call for the development of product service supply chains (PSSC) model in support of supply chain integration, focusing specifically on the inter-relationship of product and services in PSSC. Whilst the product aspects of supply chains have been extensively researched there is widespread recognition that the service elements have received inadequate attention and that is the focus of the early part of the paper. We examine the features of service environments using unified service theory concluding that supply chain operations reference is unsuitable for developing a PSSC model. We apply their Operate model to Talkphone, an internationally leading telecoms company with an integrated PSSC. Using the case research method, we develop an IDEF0 model of the core operate processes of Talkphone. We then use the IDEF0 model to highlight the importance of co-ordinating product and multiple service concepts for integrated PSSCs. An important observation is the importance of the model as a heuristic device for managing and co-ordinating PSSCs, particularly where there are multiple service concepts (see Figure 8). Finally, we consider the implications for future work including the potential for further empirical work into types of integrated PSSC which combine the four product and four service types into 16 possible combinations. 

This paper explores the process improvement approaches of organisations. It seeks to identify process redesign principles and the combinations of these principles that are used successfully in industry. We use Q-methodology to explore the viewpoints of a range of highly experienced process experts about the success of 16 improvement practices. Q-methodology enables the examination of the similarities and differences in the success of the improvement principles used by organisations in order to inform archetypes of process improvement. Overall, our findings suggest that process improvement is determined through the application of two foundational principles combined with one of four archetypes. Remove non-value-adding tasks and re-sequence tasks are described as foundational principles of process improvement, whilst outsourcing needs to be approached with caution. Furthermore, we articulate four distinctive archetypes comprising unique configurations of improvement principles that can be used to redesign operational processes. Based on this evidence we propose a typology of process improvement. This work suggests that rather than adopting generic improvement frameworks, managers should consult the typology to determine the archetype in closest proximity to their specific requirements. This study has several limitations including the small number of items populating the concourse and the fact that implementation problems are not taken into account. © 2013 Taylor & Francis. 

This article contributes to the emerging discipline of service science through an empirical investigation of value propositions as connections between service systems. The starting point for our research is that service science is an interdisciplinary approach to the study, design and implementation of service systems, a service system being considered a dynamic configuration of resources (people, technology, organisations and shared information) that create and deliver value between the provider and the customer through service (IfM and IBM 2008). Specifically, this article investigates value propositions in the context of equipment-based service systems. Our qualitative findings identify three value proposition cycles: Recovery, Availability and Outcome. In so doing, showing that providers offer three distinct propositions of value with three different primary transformations. This research contributes to theory in service systems by identifying value propositions as multiple, simultaneous and iterative connections between provider and customer systems. © 2012 Copyright Taylor and Francis Group, LLC.