The June 2012 paper on 'Complexity in Services: an interpretative framework' by Ornella Benedettini and Andy Neely
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.