In defense of the production-line approach to service

David E. Bowen, William Youngdahl

Research output: Chapter in Book/Report/Conference proceedingConference contribution

1 Citation (Scopus)

Abstract

The desirability of transferring manufacturing logic and practices to service operations, strongly advocated by Levitt (1972; 1976) two decades ago, is now commonly challenged by both service researchers and practitioners. We defend a `production-line approach to service' by arguing that services can `reindustrialize' by applying revised, progressive manufacturing technologies. We describe how a `lean' production-line approach to service has been adopted by services businesses such as Taco Bell and Southwest Airlines. Overall, services tend to be innovation laggards, compared to manufacturing. Even employs empowerment, considered a critical success factor in services is more widely practiced in manufacturing. Looking ahead, mass customization can be viewed as the convergence of service and manufacturing logic.

Original languageEnglish (US)
Title of host publicationProceedings - Annual Meeting of the Decision Sciences Institute
Editors Anon
PublisherDecis Sci Inst
Pages1531-1533
Number of pages3
Volume3
StatePublished - 1998
Externally publishedYes
EventProceedings of the 1997 Annual Meeting of the Decision Sciences Institute. Part 1 (of 3) - San Diego, CA, USA
Duration: Nov 22 1997Nov 25 1997

Other

OtherProceedings of the 1997 Annual Meeting of the Decision Sciences Institute. Part 1 (of 3)
CitySan Diego, CA, USA
Period11/22/9711/25/97

Fingerprint

Innovation
Production line
Industry
Manufacturing
Logic
Power (Psychology)
Lean production
Service business
Service operations
Critical success factors
Empowerment
Airlines
Mass customization
Manufacturing technology

ASJC Scopus subject areas

  • Management Information Systems
  • Hardware and Architecture

Cite this

Bowen, D. E., & Youngdahl, W. (1998). In defense of the production-line approach to service. In Anon (Ed.), Proceedings - Annual Meeting of the Decision Sciences Institute (Vol. 3, pp. 1531-1533). Decis Sci Inst.

In defense of the production-line approach to service. / Bowen, David E.; Youngdahl, William.

Proceedings - Annual Meeting of the Decision Sciences Institute. ed. / Anon. Vol. 3 Decis Sci Inst, 1998. p. 1531-1533.

Research output: Chapter in Book/Report/Conference proceedingConference contribution

Bowen, DE & Youngdahl, W 1998, In defense of the production-line approach to service. in Anon (ed.), Proceedings - Annual Meeting of the Decision Sciences Institute. vol. 3, Decis Sci Inst, pp. 1531-1533, Proceedings of the 1997 Annual Meeting of the Decision Sciences Institute. Part 1 (of 3), San Diego, CA, USA, 11/22/97.
Bowen DE, Youngdahl W. In defense of the production-line approach to service. In Anon, editor, Proceedings - Annual Meeting of the Decision Sciences Institute. Vol. 3. Decis Sci Inst. 1998. p. 1531-1533
Bowen, David E. ; Youngdahl, William. / In defense of the production-line approach to service. Proceedings - Annual Meeting of the Decision Sciences Institute. editor / Anon. Vol. 3 Decis Sci Inst, 1998. pp. 1531-1533
@inproceedings{7cc2ec5da4fb400ab799203e1ecaff6f,
title = "In defense of the production-line approach to service",
abstract = "The desirability of transferring manufacturing logic and practices to service operations, strongly advocated by Levitt (1972; 1976) two decades ago, is now commonly challenged by both service researchers and practitioners. We defend a `production-line approach to service' by arguing that services can `reindustrialize' by applying revised, progressive manufacturing technologies. We describe how a `lean' production-line approach to service has been adopted by services businesses such as Taco Bell and Southwest Airlines. Overall, services tend to be innovation laggards, compared to manufacturing. Even employs empowerment, considered a critical success factor in services is more widely practiced in manufacturing. Looking ahead, mass customization can be viewed as the convergence of service and manufacturing logic.",
author = "Bowen, {David E.} and William Youngdahl",
year = "1998",
language = "English (US)",
volume = "3",
pages = "1531--1533",
editor = "Anon",
booktitle = "Proceedings - Annual Meeting of the Decision Sciences Institute",
publisher = "Decis Sci Inst",

}

TY - GEN

T1 - In defense of the production-line approach to service

AU - Bowen, David E.

AU - Youngdahl, William

PY - 1998

Y1 - 1998

N2 - The desirability of transferring manufacturing logic and practices to service operations, strongly advocated by Levitt (1972; 1976) two decades ago, is now commonly challenged by both service researchers and practitioners. We defend a `production-line approach to service' by arguing that services can `reindustrialize' by applying revised, progressive manufacturing technologies. We describe how a `lean' production-line approach to service has been adopted by services businesses such as Taco Bell and Southwest Airlines. Overall, services tend to be innovation laggards, compared to manufacturing. Even employs empowerment, considered a critical success factor in services is more widely practiced in manufacturing. Looking ahead, mass customization can be viewed as the convergence of service and manufacturing logic.

AB - The desirability of transferring manufacturing logic and practices to service operations, strongly advocated by Levitt (1972; 1976) two decades ago, is now commonly challenged by both service researchers and practitioners. We defend a `production-line approach to service' by arguing that services can `reindustrialize' by applying revised, progressive manufacturing technologies. We describe how a `lean' production-line approach to service has been adopted by services businesses such as Taco Bell and Southwest Airlines. Overall, services tend to be innovation laggards, compared to manufacturing. Even employs empowerment, considered a critical success factor in services is more widely practiced in manufacturing. Looking ahead, mass customization can be viewed as the convergence of service and manufacturing logic.

UR - http://www.scopus.com/inward/record.url?scp=0031621003&partnerID=8YFLogxK

UR - http://www.scopus.com/inward/citedby.url?scp=0031621003&partnerID=8YFLogxK

M3 - Conference contribution

AN - SCOPUS:0031621003

VL - 3

SP - 1531

EP - 1533

BT - Proceedings - Annual Meeting of the Decision Sciences Institute

A2 - Anon, null

PB - Decis Sci Inst

ER -