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Cambridge Service Alliance

At the forefront of service transformation in the digital era
 
Service in the Platform Context

June paper on 'Service in the Platform Context: A review of the state of the art' by Xia Han, Veronica Martinez and Andy Neely

Platform based business models, which match the needs between two or more parties, are becoming ever more important in today’s economy. Companies such as Uber and AirBnB are disrupting their industries in a dramatic way. These platforms are able to capture the positive network-based benefits generated by their participants and redistribute them back in an efficient manner. This phenomenon is of interest for both industry and academia. This assessment of the literature focuses on the service aspect of platforms. 110 peer reviewed academic articles published between 2006 and 2015 are analysed. This review highlights the prominent research directions, debates and findings in this early emergent field. By reading this paper you will learn the cutting edge research and cases used by organisations as a key reference when approaching service platforms.

[paper]

Cambridge Service Alliance

Welcome to the Cambridge Service Alliance…

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Latest news

Bouygues Construction joins the Cambridge Service Alliance

27 May 2021

We are delighted to announce that Bouygues Construction has joined the Cambridge Service Alliance, Institute for Manufacturing (IfM), University of Cambridge as a new industry member alongside our existing partners HCL Technologies , Caterpillar Inc. , Perkins Engines Company Limited and CEMEX . Press release

'Using AI to Track How Customers Feel — In Real Time' published in the Harvard Business Review

13 May 2021

The paper 'Using AI to Track How Customers Feel — In Real Time' by Mohamed Zaki, Janet R. McColl-Kennedy and Andy Neely has been published in Harvard Business Review.

Industry Day 2020 | What we learnt

6 December 2020

What is the future of services in the new pandemic-driven era? This was the topic explored at our 2020 Industry Day by senior executives from L'Oréal, Microsoft Research, Manchester United and start-up, Fairjungle.