University of Oulu

Härkönen, J. (2021), "Exploring the benefits of service productisation: support for business processes", Business Process Management Journal, Vol. 27 No. 8, pp. 85-105.

Exploring the benefits of service productisation : support for business processes

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Author: Härkönen, Janne1
Organizations: 1Industrial Engineering and Management, Faculty of Technology, University of Oulu, Oulu, Finland
Format: article
Version: published version
Access: open
Online Access: PDF Full Text (PDF, 0.3 MB)
Persistent link:
Language: English
Published: Emerald, 2021
Publish Date: 2021-10-20


Purpose: The study aims to explore the benefits of service productisation to provide further understanding on the productisation concept as support for business processes and service management. The concept has been deficiently discussed regardless of the potential significance to the whole formed by service products, business processes, information technology (IT), people and data.

Design/methodology/approach: In the study, the exploratory empirical evidence is presented from 16 cases, 4 of which are from companies that are globally well-known.

Findings: The key findings of the paper include an overview of the benefits of service productisation and the relation to service offering, service processes and related resources. The concept links to the management of the whole formed by service products, business processes, IT, people and data. The noted benefits seem to be applicable to productisation of different service types, whilst some service characteristics may affect the specific emphasis.

Research limitations/implications: The limitations involve using secondary data, which, however, makes the cases less biased regarding the aims. Primary data are required to gain further insights into the phenomena and the identified benefits.

Practical implications: The findings provide support for issues that are commonly discussed by practitioners on a concept that is less studied by the scientific literature. Practitioners can work towards organisational efficiency and effectiveness by understanding the benefits of productisation. Understanding service productisation can support the effective management of business processes and work towards prosperity in the service business.

Originality/value: The study is the first one to analyse the benefits of service productisation by exploring the issue through multiple cases and attempting to identify aspects for further attention by the academic community.

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Series: Business process management journal
ISSN: 1463-7154
ISSN-E: 1758-4116
ISSN-L: 1463-7154
Volume: 27
Issue: 8
Pages: 85 - 105
DOI: 10.1108/BPMJ-01-2021-0056
Type of Publication: A1 Journal article – refereed
Field of Science: 222 Other engineering and technologies
Copyright information: © 2021, Janne Härkönen. Published by Emerald Publishing Limited. This article is published under the Creative Commons Attribution (CC BY 4.0) licence. Anyone may reproduce, distribute, translate and create derivative works of this article (for both commercial and non-commercial purposes), subject to full attribution to the original publication and authors. The full terms of this licence may be seen at