The Service Paradox: Supporting Service Supply Chains with Product-Oriented ICT

6 Pages Posted: 25 Jun 2007 Last revised: 2 Sep 2015

See all articles by Mairead Brady

Mairead Brady

Trinity College Dublin - The University of Dublin; Trinity College Dublin - School of Business; University of Dublin - School of Business Studies

Martin R. Fellenz

Trinity College Dublin - School of Business

Date Written: 2007

Abstract

The dominant models of supply chain management have a strong product orientation, with service supply chain models only starting to appear. The technologies used in existing supply chains generally aim at improving production and logistical operations by increasing their efficiencies and by linking and integrating collaboration between individual supply chain partners. This paper focuses on service supply chains and argues that despite their increasing importance, current information and communication technologies (ICTs) fail to fully support the specific needs of service co-production. The paper reviews current technology use from a service perspective and concludes that even the most advanced technologies that have huge potential to support services (such as RFID) remain product-oriented. It argues that such technologies should be deployed in ways that can support the service logic and identifies the danger that unreflected ICT use may pose for the pragmatic utility of ICT use in service-supply.

Keywords: ICT, RFID, service supply chains

JEL Classification: M31

Suggested Citation

Brady, Mairead and Fellenz, Martin R., The Service Paradox: Supporting Service Supply Chains with Product-Oriented ICT (2007). Available at SSRN: https://ssrn.com/abstract=995127 or http://dx.doi.org/10.2139/ssrn.995127

Mairead Brady (Contact Author)

Trinity College Dublin - The University of Dublin ( email )

College green
Dublin 2
Ireland
+353-1-896 2705 (Phone)

HOME PAGE: http://www.tcd.ie/Business_Studies/research/faculty/bramai.php

Trinity College Dublin - School of Business ( email )

HOME PAGE: http://www.tcd.ie/Business_Studies/research/faculty/bramai.php

University of Dublin - School of Business Studies ( email )

College green
Dublin 2
Ireland
+353-1-896 2705 (Phone)

HOME PAGE: http://www.tcd.ie/Business_Studies/research/faculty/bramai.php

Martin R. Fellenz

Trinity College Dublin - School of Business ( email )

College Green
Dublin 2
Ireland

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