Interfaces between servant processes and service classification

In this paper, a theoretical approach was developed to analyze servant processes’ characteristics in different types of services, as professional, shop and mass services. Facilitator, responsiveness, flexibility, customer focus and tend to be higher in professional services. Responsiveness and simpl...

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Bibliographic Details
Published inIndependent Journal of Management & Production Vol. 9; no. 1; pp. 45 - 59
Main Authors Lopes, Adriano, Nóbrega, Kleber Cavalcanti, Guimarães, Luciana Gondim de Almeida
Format Journal Article
LanguageEnglish
Published Sao Paulo Independent Journal of Management & Production, I J M & P 01.01.2018
Subjects
Classification
Consumers
Consumption
Customer services
Customization
Education
Flexibility
Marketing
Quality control
servant company
servant processus
service
service classification
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Summary:In this paper, a theoretical approach was developed to analyze servant processes’ characteristics in different types of services, as professional, shop and mass services. Facilitator, responsiveness, flexibility, customer focus and tend to be higher in professional services. Responsiveness and simplicity tend to be higher in mass services while only responsiveness is highlighted on service shops.
ISSN:2236-269X
2236-269X
DOI:10.14807/ijmp.v9i1.680