A Framework for Analyzing Service Operations (Classic Reprint) - Softcover

Inhaltsangabe

Excerpt from A Framework for Analyzing Service Operations

We develop a framework for analyzing the strengths and weaknesses of firms engaged in providing services, synthesizing and building on the literature addressing service operations. First, we summarize the distinguishing characteristics of service products, as compared to manufactured goods. We then partition the context in which firms operate into three segments. The external environment encompasses product definition and differentiation, as well as competitive forces. The internal environment concerns issues similar to those in traditional management of manufacturing operations. The customer interface is the most critical segment, representing the service firm's "moment of truth." We discuss each environment in turn.

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