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Service Packaging: Key to Successful Production of Complex ICT Business Services

Mika Hyötyläinen
TeliaSonera, Finland
Kristian Möller
Helsinki School of Economics, Finland


Abstract
Demand for ICT services is increasing at the same time as the services are becoming more complex and customer requests more unique. The resulting complexity creates severe problems for service providers. This paper introduces three service design and development methods - service industrialization, tangibilization, and service blueprinting - and describes how they can be used to reduce the complexity of ICT services through a case study of an ICT service provider. The results offer significant theoretical and managerial implications for the design and production of complex business services.

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Reference:Hyötyläinen, M., Möller, K. (2006). "Service Packaging: Key to Successful Production of Complex ICT Business Services," Helsinki School of Economics, Finland . Sprouts: Working Papers on Information Systems, 6(23). http://sprouts.aisnet.org/6-23
Keywords:ICT services, Service management, Service tangibilization, Service blueprinting, Service industrialization, Service complexity
Item Type:Article - Volume 6 Article 23 (2006)
Language:English
Email: Mika Hyötyläinen (mika.hyotylainen@teliasonera.com)
Kristian Möller (kristian.moller@hse.fi)

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