Operations management perspectives on expert services

Santos, Juliana and Spring, Martin (2013) Operations management perspectives on expert services. PhD thesis, Management School.

Abstract

Expert Services like consulting, legal advisory and software design play a significant and growing role in the developed economies. In operations management (OM), the term   “Professional   Services”   is   frequently   used   to   refer   to   these   offerings.   The   literature on Expert Services proposes that these services are different from other types of services and require a different OM approach. However, recent empirical research calls into question some of the OM assumptions about Expert Services and their delivery processes. Some empirical and theoretical studies also suggest that individuals’   expertise   is   fundamental   to   making   these   delivery   processes   more   efficient and effective. For these reasons, operations management researchers are calling for more robust models to explain the nature of Expert Services. This thesis therefore focuses on understanding Expert Services delivery processes and explores in detail   the   role   individuals’   expertise   plays   in   them.   To   reach   its   goals,   this   PhD   by   publication uses evidence from three Expert Service providers to compose three papers that contribute towards a better understanding of these service delivery processes. The three papers deal, respectively, with the characteristics of Expert Services delivery processes, with the nature and implications of customer involvement in the delivery process and with the development of new expert services. Combined, the insights from the three papers draw attention to the managerial implications of having expertise as a key productive resource. The outcomes of the papers also create means to refine and revisit OM concepts in relation to how Expert Services are developed and delivered. This research therefore contributes to the OM knowledge of Expert Services, addressing some of the recent calls for research in the area. This thesis also sets out an agenda for future research that can further increase our understanding of these offerings and create means to improve their delivery processes.