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• W137900009 abstract "This research integrates insights from the dominantly goods focused literature on masscustomization with the increased importance of the service industry by fulfilling the need fora more systematic approach in the analysis of mass customization in a service setting. Overthe last few years, limited research is conducted on mass customization applied to the serviceindustry. We present a revised framework based on the work of Bask, Lipponen, Rajahonka &Tinnila (2011), which allows for measuring mass customization on service offerings.Modularity and mass customization are presented as independent variables, based on an indepthliterature analysis and a case study analysis.Results of this study show that this framework is suitable for the service industry setting.Different service offerings, being a service process at a bank, Software as a Service (SaaS)and the configuration of cars (Citroen DS-series) are scaled successfully along the developedrevised 5x5 framework. By re-scaling the framework of Bask et al. (2011), this researchdiminishes the existing research gap of mass customized services, since the framework is nolonger based solely on qualitative assumptions but also on quantitative variables. Formanagers this framework is a rather helpful tool to evaluate the strategic use of masscustomization in offering their services to customers, and gives them great insights in themass customization capability of their organization.This research has a limited scope, since is focuses only on the service offerings perspectiveand the results are based on three case studies. Future research should therefore concentrateon the validation of the results we found for the revised framework, by expanding the sampleof service offerings." @default.
• W137900009 created "2016-06-24" @default.
• W137900009 creator A5021720125 @default.
• W137900009 date "2012-01-01" @default.
• W137900009 modified "2023-09-27" @default.
• W137900009 title "Mass customization as a solution for the service industry" @default.
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• W137900009 hasPublicationYear "2012" @default.
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