Strategic planning using service roadmaps

Chanwoo Cho and Sungjoo Lee

The Service Industries Journal, 2014, vol. 34, issue 12, 999-1020

Abstract: Although useful service planning tools exist, few focus on how to integrate service planning into business and technology planning from a longer perspective, which is essential for a firm to survive and grow in the current and future service environment. We suggest that technology roadmaps, initially developed as a long-term strategic planning tool in the manufacturing sector, can be a good solution for the service sector - and indeed are in use in the service sector under the label 'service roadmaps'. To help more firms enjoy the benefits of the service roadmap concept, this research aims to develop a taxonomy of service roadmap forms. We investigate 93 service roadmaps and identify five dominant types. Then, we analyze the characteristics of each type to understand their current and possible future uses. Our research findings are expected to facilitate the wider use of service roadmaps as a complement to existing service planning tools.

Date: 2014
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DOI: 10.1080/02642069.2014.915951

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The Service Industries Journal is currently edited by Eileen Bridges, Professor Domingo Ribeiro, Ronald Goldsmith, Barry Howcroft and Youjae Yi

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