Identification of postponement point in service delivery process: A description model

Abstract

The paper intended to apply the postponement theory which had been wildly practiced in manufacture sector, into the operation of services, and propose an understanding of CODP in service provision process and a model for identifying it. After reviewing the relevant literatures, the paper discussed the differences between manufacture process and service process with special concern on customer contact, which helped to reach an understanding of the CODP in service operation and the factors influencing it. Based on this a description model for how to identify the CODP in service provision process and further research directions were proposed.