Extending the range of service facilities

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Abstract

The need to understand how different types of service facilities and resources are best directed to cater for various regular and contingent service requirements has been addressed in a number of service facility classifications. These suggest what type of a channel or service constellation best matches a more or less complex service activity. With the development of technology and changing social behaviour, improved opportunities to harness social networking resources, as well as, the resources and institutions for effective service provision, need to be understood in a broader context. For this, we suggest a classification of service facilities that takes into account both traditional service encounters, as well as, agents, specialists and internal service resources. This paper focuses on service facilities, and particularly on the extension of their range by a literature review, identification of gaps and proposing an extension to their range.

Details

Original languageEnglish
Pages (from-to)185-203
Number of pages19
JournalInternational Journal of Services and Operations Management
Volume28
Issue number2
Publication statusPublished - 2017
MoE publication typeA1 Journal article-refereed

    Research areas

  • Service facility, Service factory, Service measurement, Service strategy, Servicescape

ID: 15340840