Access the full text.
Sign up today, get DeepDyve free for 14 days.
Loading next page...
/lp/emerald-publishing/service-operations-strategy-framework-for-matching-the-service-GToE109bfe
- Publisher
- Emerald Publishing
- Copyright
- Copyright © 1990 MCB UP Ltd. All rights reserved.
- ISSN
- 0956-4233
- DOI
- 10.1108/EUM0000000002800
- Publisher site
- See Article on Publisher Site
Abstract
Service organisations must produce and deliver a service package which matches the expectations of their customers. A framework for a service operations strategy, its analysis and measurement, is provided. The service operations task is defined; the means of achieving the objectives of the task – the service production and delivery system – is detailed; and the operational factors affecting the running of a system are addressed. A case example of the applications of a service operations strategy is provided.
Journal
International Journal of Service Industry Management – Emerald Publishing
Published: Aug 1, 1990
Keywords: Customers; Operations strategy; Service industries