A classification scheme for productivity management in e-commerce services

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dc.creatorElisa Granha Lira
dc.creatorNoel Torres Júnior
dc.creatorRicardo Augusto Oliveira Santos
dc.date.accessioned2023-10-03T14:07:13Z
dc.date.accessioned2025-09-08T23:49:37Z
dc.date.available2023-10-03T14:07:13Z
dc.date.issued2019
dc.identifier.doidoi.org/10.1080/02642069.2019.1606905
dc.identifier.issn02642069
dc.identifier.urihttps://hdl.handle.net/1843/59090
dc.languageeng
dc.publisherUniversidade Federal de Minas Gerais
dc.relation.ispartofThe Service Industries Journal
dc.rightsAcesso Restrito
dc.subjectAdministração de empresas
dc.subjectComércio eletrônico
dc.subject.otherService classification schemes
dc.subject.otherProductivity
dc.subject.otherE-commerce
dc.subject.otherPractical application
dc.titleA classification scheme for productivity management in e-commerce services
dc.typeArtigo de periódico
local.citation.epage1033
local.citation.issue13
local.citation.spage1010
local.citation.volume43
local.description.resumoThis paper investigates service classification schemes in order to understand how to increase productivity in services. A useful model for this purpose is the one proposed by Schmenner in 2004. However, this model is limited to traditional services, and it does not consider the unique characteristics of e-commerce business, which create new trends in productivity management. Accordingly, we conduct a Systematic Literature Review (SLR) to develop a classification scheme, which would be suitable for e-commerce services. Based on this research, a multidimensional model is proposed splitting the Schmenner’s ‘degree of variation’ dimension into two axes: degree of interaction with customers and degree of customisation for customers. In addition to these theoretical contributions to Schmenner’s matrix, the SLR complements the previous reviews presented by authors such as Cook, D. P., Goh, C., & Chung, C. H. (1999. Service typologies : A state of the art survey. Production and Operations Management, 8(3), 318–338) and Van der Valk, W., & Axelsson, B. (2015. Towards a managerially useful approach to classifying services. Journal of Purchasing and Supply Management, 21(2), 113–124). The value of this paper to managers is the recognition of differences in productivity management between these two types of services: managers can overcome the traditional trade-off cost versus customisation and explore e-commerce to increase their profits while increasing customisation for their customers. Moreover, the model proposed in this paper can be used to assist organisations in strategic planning and service portfolio management.
local.publisher.countryBrasil
local.publisher.departmentENG - DEPARTAMENTO DE ENGENHARIA PRODUÇÃO
local.publisher.departmentFCE - DEPARTAMENTO DE CIÊNCIAS ADMINISTRATIVAS
local.publisher.initialsUFMG
local.url.externahttp://https://www.tandfonline.com/doi/full/10.1080/02642069.2019.1606905doi:10.1080/02642069.2019.1606905

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