Optional Extra Module 7: Technology-based Services
This module gives an overview to technology-based services.
Videos are hosted on Aalto Panopto services: you need to be logged with your Aalto account to view them.
Check that you can access all the readings well in time before the DLs.
Required learning material
Do not despair in seeing many articles here. Many are short and most are relatively easy reads. The recommended articles are just that, not required. If you are interested in the topic, the MIT Sloan Management Review articles are the easiest reads.
Heiskala 2018 - slides (under For Aalto users)
Note: these slides include some corrections and additional slides compared to the lecture videos. And the date is correct too. Videos were recorded last year.
Bitner, M.J., 2001. Service and technology: opportunities and paradoxes. Managing Service Quality: An International Journal, 11(6), pp.375-379.
Aalto University library services: 1. go to http://libproxy.aalto.fi (requires log in with Aalto account) 2. from the list click on ABI/Inform 3. search for the article in the search field e.g. with the article name.
Karmarkar, U., 2015. OM forum—the service and information economy: research opportunities. Manufacturing & Service Operations Management, 17(2), pp.136-141.
Log in at https://aalto.finna.fi/ with your Aalto account, click 'Article search' and search for the article e.g. by its title.
Heiskala, M. 2018. Technology-based services 22.10.2018
Note - the pdf Heiskala 2018 - slides includes corrections and additional slides compared to ones shown on video
Panopto apparently does not capture animation effects for slides. Therefore quite a few of the slides show up 'full' on the videos, instead of elements showing up one after the other which was my intention.
Falk, T. 2015. Customers as part-time employees – implications of self-service for service management. The Tenured Professors' Installation Lectures at Aalto University 27.1.2015.
Video on YouTube:
About 16mins, start at 3:00 (whole video 20mins)
Recommended learning materials
Materials and readings possibly from both scientific and non-scientific sources. These help the interested student to delve deeper into the topic. These are not required for the assignment.
Bantau, G. and Rayburn, S.W., 2016. Advanced information technology: transforming service innovation and design. The Service Industries Journal, 36(13-14), pp.699-720.
Breidbach, C., Choi, S., Ellway, B., Keating, B.W., Kormusheva, K., Kowalkowski, C., Lim, C. and Maglio, P., 2018. Operating without operations: how is technology changing the role of the firm?. Journal of Service Management. https://doi.org/10.1108/JOSM-05-2018-0127
Huang, M.H. and Rust, R.T., 2014. Should your business be less productive?. MIT Sloan Management Review, 55(3), pp.67-72.
Huang, M.H. and Rust, R.T., 2017. Technology-driven service strategy. Journal of the Academy of Marketing Science, 45(6), pp.906-924.
Huang, M.H. and Rust, R.T., 2018. Artificial intelligence in service. Journal of Service Research, 21(2), pp.155-172.
Kimes, S.E. and Collier, J.E., 2015. How customers view self-service technologies. MIT Sloan Management Review, 57(1), pp.24-26.
Scherer, A., Wünderlich, N.V. and Von Wangenheim, F., 2015. The Value of Self-Service: Long-Term Effects of Technology-Based Self-Service Usage on Customer Retention. MIS Quarterly, 39(1). pp.177-200.
Optional Extra Module 7 assignment: Part 1 - concept definitions Kunskapstest
This is Part 1 of Optional Extra Module 7 assignment. You will be given two random questions from a larger set. Each question should be answerable in roughly 100 words. You will have a limited time to submit your answers to both questions: 40mins.
The questions are based on the learning materials of Module 7. You should study them carefully before you start the quiz (and see your questions).
Contrary to the syllabus, you are not required to cite and reference your sources in Part 1.
Part 1 will be evaluated and graded by the course staff with scale 0-5 and form 30% of your Module 7 assignment grade.
Do note that the questions are designed with the assumption that you have studied the learning material carefully before starting the quiz. In section 5 Workload of the syllabus you can see the estimated workload. For studying materials, this totals at 12h (lecture + learning materials).
Optional Extra Module 7 Assignment: Part 2 - Essay Workshop
This is the Part 2 of the Optional Extra Module 7 assignment.
You will be given one essay topic or mini-case that you are expected to discuss. The essay topic or mini-case is based on the learning materials of Optional Extra Module 7.
Part 2 will be evaluated with peer-grading. Each of you will grade three submissions of your peers and receive grades from three peers. Part 2 forms 70% of your Optional Extra Module 7 assignment grade.
Your submission should be a single pdf file with no identifying information in the text or file metadata. This is to ensure double-blind peer review.
Remember that all the requirements described in chapter 7 of the syllabus apply, unless otherwise stated in assignment instructions.
Optional Extra Module 7: Unhappy with peer-grading? Submit your self-evaluation here Inlämningsuppgift
If you think your Part 2 submission merits a higher grade than the aggregate grade received (= average of grades) from your peers you may do the following:
Conduct a self-evaluation of your Part 2 submission using the peer-grading rubric for Optional Extra Module 7 essay (under For Aalto users) by Monday November 11th 9:00.
Place extra care into the written justifications for the grade you think your submission merits.
Do note that course staff will re-evaluate your submission considering both your self-evaluation and the essay submission itself - and can also lower the grade you received from your peers.
In the self-evaluation and the justifications argue the merits of your submission. Do NOT write the self-evaluation as a response to comments and justifications of the peers you disagree with. Rather write the self-evaluation as from a clean slate, like you evaluate and grade the peer submissions.