Role and impact of 'technology' in the service development process: A research study

Gaurav K. Agrawal, Daniel Berg

Research output: Contribution to journalArticle

5 Scopus citations


While services sector has been studied vastly to explore various facets of it, the role and relationship of technology in the service development process has remained under-explored. This paper analyses different segments in the service sector, exploring the relationship between technology (development) and variations in the service development processes. The Service-Process matrix (Schmenner, 1986) is used to form service segments. The analysis includes case studies, formed, to study the service development process in the different service segments of the Service-Process matrix. Conclusions are drawn based on case studies posing the role and impact of technology in the service development process.

Original languageEnglish
Pages (from-to)103-121
Number of pages19
JournalInternational Journal of Services, Technology and Management
Issue number2
StatePublished - May 1 2008
Externally publishedYes



  • Case studies
  • Service development process
  • Service sector
  • Technology development

ASJC Scopus subject areas

  • Engineering(all)

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