Today’s growth of the service sector as a whole has created demand for more efficient service
production. Many services require interaction between customers and service personnel,
whereas some can be automated into self-services. In this study, we focus on services, that are
neither purely human facilitated, nor purely automated, and contain uncertainty in the
production process. Based on resource centric theories of strategy and research on
uncertainties in service production, we introduce a research framework to evaluate efficient
solutions for service production. Our research framework looks at environmental and
informational uncertainties, and how an organization can adapt to these by utilizing technology
or skilled labour. Illustrated with a case company, we show how mobile information systems
can be used to manage service production related uncertainties, which are also typically
barriers to standardization. The case study demonstrates how informational uncertainty could
be more easily controlled using the new system. The job satisfaction of the workers was
increased and their turnover and training time was decreased. Additionally, customer
complaints were reduced and invoicing became more efficient. These enabled the company to
enhance the efficiency of the service production processes further, moving closer to
standardizing and automating the service production process within an uncertain environment
