skip to primary navigationskip to content

Cambridge Service Alliance

developing new understanding and approaches to complex service systems

Studying at Cambridge

 

Complexity in Services: an interpretative framework

last modified Mar 27, 2015 01:47 PM
The June 2012 paper on 'Complexity in Services: an interpretative framework' by Ornella Benedettini and Andy Neely
Complexity in Services: an interpretative framework

June 2012 Paper

 

This paper explores the characteristics of service complexity. It identifies 76 potential factors that distinguish a complex from a simple service across the dimensions of: markets & products, technologies, production processes, administration & management, ecosystem. The paper introduces four different types of service complexity - identified based on the nature and the source of complexity - and uses these types to interpret and analyse the 76 potential dimensions of complexity. The paper proposes a detailed breakdown of the meaning of complexity in services, specifically targeted at supporting the development of tools and methodologies that managers can use to measure and manipulate the complexity embodied by their service businesses.

[paper]

RSS Feed Latest news

A Systems Perspective on Business Model Evolution

Jun 15, 2017

June Paper Release on ‘A Systems Perspective on Business Model Evolution: The Case of an Agricultural Information Service Provider in India’ by Chander Velu

Customer Satisfaction Scores Hide Problems

Jun 12, 2017

Marketing Week Article by Mohamed Zaki, 12 June 2017, on Customer Satisfaction Scores.

Webinar - Exploring the Journey to Services - Veronica Martinez

Jun 12, 2017

12 June 2017 - Exploring the Journey to Services - Veronica Martinez

Latest Alliance Newsletter - June 2017

Jun 01, 2017

June 2017 Cambridge Service Alliance Newsletter

Seminar on Co-Creation in Living Labs - Italy

May 18, 2017

Seminar on 'Co-creation in Living Labs: An Interorganisational Perspective' at Carlo Cattaneo University in Castellanza, Italy.

View all news

Upcoming events

Cambridge Service Week 2017 - Academic Conference

Oct 05, 2017

IfM, Cambridge, UK

Cambridge Service Week 2017 - Industry Conference

Oct 10, 2017

Moller Centre, Cambridge, UK

Cambridge Service Week 2017 - Partners Day

Oct 11, 2017

Moller Centre, Cambridge, UK

Upcoming events