Abu Saleh Md. Sohel-Uz-Zaman, Umana Anjalin

Abstract: In the complex business word, service is increasingly getting the centre stage in the economies across the world. The exponential necessity of innovative service in one hand is providing excellent opportunity and on other hand, posing a number of challenges to the firms. In this circumstance, the policy makers of the businesses are aware about the challenges and are keenly interested to develop a general strategy which will enhance their competency in rapidly changing business context. They are actively trying to identify the resources and competencies that are necessary for their competitiveness. This study will investigate and examine the factors that are responsible for the growth of service sector in the increasingly complex business world and propose a strategic direction to harness the competitive edge by configuring their resources with the help of real world example; especially, in developing country context. Growth and sustainability through innovative service is the central theme of this paper.

Keywords: Strategy, Resources, Service, Competency, Competitive Advantage, Innovation Technology, Knowledge and Network

Cite this paper: nullA. Md. Sohel-Uz-Zaman and U. Anjalin, "Evolution of Service: Importance, Competitiveness and Sustainability in the New Circumstances," Journal of Service Science and Management, Vol. 4 No. 3, 2011, pp. 253-260. doi: 10.4236/jssm.2011.43030.

References

[1]   S. Vandermerwe and J. Rada, “Servitization of Business: Adding Value by Adding Service,” European Management Journal, Vol. 6, No. 4, 1988, pp. 314-324. doi:10.1016/0263-2373(88)90033-3

[2]   A. Smith, “The Wealth of Nations,” Prometheus Books, Essex, 1776.

[3]   S. Desmet and R. V. Dierdonck, “Service in World Econ- omy,” In: B. V. Looy, R. V. Dierdonck and P. Gemmel, Eds., Services Management: An Integrated Approach, Prentice Hall, Upper Saddle River, 1998, pp. 45-58.

[4]   UNCTAD Handbook of Statistics, United Nations Conference on Trade and Development, Geneva, 2010.

[5]   Development and Globalization: Facts and Figures 2008, United Nations, New York and Jeneva, 2008.

[6]   C. Lovelock, S. Vandermerwe and B. Lewis, “Services Marketing: A European Perspective,” Prentice Hall Europe, Hemel Hempstead, 1999.

[7]   J. B. Quinn and C. E. Gagnon, “Will Services Follow Manufacturing in Decline?” Harvard Business Review, November 1986, pp. 95-103.

[8]   C. Gronroos, “Service Management and Marketing: A Customer Relationship Management Approach,” Wiley, London, 2000.

[9]   S. Desmet, R. V. Dierdonck and B. V. Looy, “Servitisation: The Blurring Boundaries between Manufacturing and Services in Services Management: An Integrated Approach,” In: B. V. Looy, R. V. Dierdonck and P. Gemmel, Eds., Services Management: An Integrated Approach, Prentice Hall, Upper Saddle River, 1998, pp. 33-44.

[10]   J. Kandampully, “Innovation as the Core Competency of a Service Organisation: The Role of Technology, Knowledge and Networks,” European Journal of Innovation Management, Vol. 5, No. 1, 2002, pp. 18-26. doi:10.1108/14601060210415144

[11]   R. Hallowell, “Scalability: The Paradox of Human Resources in e-Commerce,” International Journal of Service Industry Management, Vol. 12. No. 1, 2001, pp. 34-43. doi:10.1108/09564230110694820

[12]   Q. Fan, K. Li, D. Z. Zeng, Y. Dong and R. Peng, “Innovation for Development and the Role of Government: A Perspective from the East Asia and Pacific Region,” The World Bank, Washington DC, 2009.

[13]   A. Muller, L. V?likangas and P. Merlyn, “Metrics for INnovation: Guidelines for Developing a Customized Suit of Innovation Metrics,” Strategy & Leadership, Vol. 33, No. 1, 2005, pp. 37-45. doi:10.1108/10878570510572590

[14]   M. E. Porter, “Competitive Advantage,” The Free Press, New York, 1985.

[15]   K. Debackere, B. van Looy and P. Papastathopoulou, “Managing Innovation in a Service Environment in Services Management: An Integrated Approach,” In: B. V. Looy, R. V. Dierdonck and P. Gemmel, Eds., Services Management: An Integrated Approach, Prentice Hall, Upper Saddle River, 1998, pp. 387-405.

[16]   W. Chan Kim and Renee Mauborgne, “Blue Ocean Strat- egy: How to Create Uncontested Market Space and Make Competition Irrelevant,” Harvard Business School Press, Boston, 2005.

[17]   V. A. Zeithaml and M. J. Bitner, “Services Marketing,” McGraw-Hill, New York, 1996.

[18]   P. F. Drucker, “The Post Capitalist Society,” Butterworth- Heinemann, Oxford, 1993.

[19]   T. A. Stewart, “Intellectual Capital: The New Wealth of Organizations,” Doubleday, London, 1997.

[20]   M. H. Zack, “Developing a Knowledge Strategy,” California Management Review, Vol. 41, No. 3, 1999, pp. 125-145.

[21]   T. Housel and A. H. Bell, “Measuring and Managing Knowledge,” McGraw-Hill Irwin, New York, 2001.

[22]   G. Hamel and C. K. Prahalad, “Strategic Intent,” Harvard Business Review, May-June 1989, pp. 63-76.

[23]   P. Z. Pilzer, “Unlimited Wealth: The Theory and Practice of Economic Alchemy,” Crown Publishers, New York, 1990.

[24]   J. Kay, “Foundations of Corporate Success,” Oxford Uni- versity Press, Oxford, 1993.