The Construction Company Through the Lens of Service Management: Inferences From Sweden

Abstract

The construction industry and firms within it are unique insofar as they exist midway between manufacturing and services production. In this article, we suggest that, even if the outputs are physical, operations tend to be service oriented. Two approaches are taken to clarify the service aspects of a current project in Sweden. First, the model of Normann is used to describe the firm and secondly, a blueprint is made to illustrate the fitting with service theory. To the best of our knowledge, this is the first time the industry has been analyzed in this manner. Consequently, the findings should have both conceptual and practical relevance.

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