Service industrialisation and beyond: findings from a service networks project

This paper illustrates the findings of a project about the impact of digital technology on services. In this paper, we discuss the relevant literature in the service management and business networking fields, and our research findings from: 1) a multi-industry study for a government agency regarding changes in services observed through a 2003 to 2010 research; 2) a multi-case study of business networking in heritage tourism; 3) a case study of business networking in the advertising sector. The findings partially support, in our micro-level research, the service-industrialisation hypothesis developed at the macro (national economy) level, but also highlight important variance within sectors, best explained by a relationship-based approach to service management. Implications for business management and academic research will be discussed.

Keywords: services, service industrialisation, business networks, service networks, network marketing, relationship marketing, ICT, heritage tourism, advertising, fitness centres, market research, service management