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| Author: | Austin, M. J. |
| Title: | Planning in service organizations |
| Journal: | Advanced Management Journal
1990 : SUMMER, VOL. 55:3, p. 7-12 |
| Index terms: | SERVICE MANAGEMENT PLANNING SERVICE INDUSTRIES |
| Language: | eng |
| Abstract: | Despite of the widely recognized advantages of planning, many service organizations find the special features of their businesses - intangible products, customer participation etc. - an obstacle to the planning process. By analyzing the five major features common to all service businesses in the context of a specific company, service managers can develop a framework for planning. Service planning questions about customer participation, time perishable server capability, site location, labour intensive activities, and intangible products are presented. It is shown how by identifying important planning issues, service managers can concentrate on issues that are crucial for their organization's success. |
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