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An Empirical Approach to Service Classification for Productivity Management Studies

Author

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  • Farhad Shafti
  • Robert Van Der Meer
  • Terry Williams

Abstract

This paper presents key results of a research project on the application of service dimensions and classifications, to study differences between productivity management challenges across 12 important service sectors in the UK. The research methodology was mainly empirical in nature: unlike other research in this area, appropriate service dimensions and consequent classification models were introduced only after analysing the relationship between a number of candidate dimensions and aspects of productivity management. Among the dimensions studied, Front/Back Value Added, Personnel Judgement and Product/Process Focus turned out to be suitable indicators for a range of aspects relating to productivity management in services.

Suggested Citation

  • Farhad Shafti & Robert Van Der Meer & Terry Williams, 2007. "An Empirical Approach to Service Classification for Productivity Management Studies," The Service Industries Journal, Taylor & Francis Journals, vol. 27(6), pages 709-730, September.
    • Handle: RePEc:taf:servic:v:27:y:2007:i:6:p:709-730
    DOI: 10.1080/02642060701453197
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    Cited by:

    1. Blut, Markus & Beatty, Sharon E. & Evanschitzky, Heiner & Brock, Christian, 2014. "The Impact of Service Characteristics on the Switching Costs–Customer Loyalty Link," Journal of Retailing, Elsevier, vol. 90(2), pages 275-290.
    2. Ornella Benedettini & Andy Neely, 2018. "Investigating a revised service transition concept," Service Business, Springer;Pan-Pacific Business Association, vol. 12(4), pages 701-730, December.
    3. Derya Celik Turkoglu & Mujde Erol Genevois, 2020. "A comparative survey of service facility location problems," Annals of Operations Research, Springer, vol. 292(1), pages 399-468, September.

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