Peculiarities of planning for service modularity

Abstract

Service providers face the challenge of providing customer-centred services at effective costs. One of the possible approaches is to modularise service delivery. However, applying modular design principles to services still requires scientific refinement. The study aims to address the paradox of service customisation and standardisation that service providers face when planning for service delivery modularisation. The results from the study allow to characterise the service delivery process, answer the question what the essence of applying modular design principles to service delivery is, and provides direction for rationalising the planning for service modularity.