ISSN 2736-1721
Global Journal of Business Management ISSN 6731-4538 Vol. 5 (10), pp. 001-007, October, 2011. © International Scholars Journals
Full Length Research Paper
Mass customization in design of service delivery system: A review and prospects
Jue Chen* and Yunhong Hao
The Tourism and City Management School, Zhejiang Gongshang University, No.18, Xuezheng Str., Xiasha University Town, Hangzhou 310018, China.
Accepted 21 April, 2011
Abstract
The paper intends to present clear pictures of research evolution in two research domains based on a thorough literature review: The service system design and mass customization areas. It identifies a necessity for integrating these two areas, which adopted the concepts of mass customization to guide the service delivery system design to cope with the traditional operation dilemma. This could lead to a new research area for exploration with both great industrial and academic significance. The paper finally presents brief research suggestions to stimulate further research efforts in application of mass customization in the service delivery system design at both macro and micro level from an integrated product/process view.
Key words: Mass customization, service delivery system, modularity, postponement.