haku: @journal_id 571 / yhteensä: 1184
viite: 809 / 1184
| Tekijä: | Bitran, G. Lojo, M. |
| Otsikko: | A framework for analyzing service operations |
| Lehti: | European Management Journal
1993 : SEP, VOL. 11:3, p. 271-282 |
| Asiasana: | SERVICE MANAGEMENT ENVIRONMENT |
| Kieli: | eng |
| Tiivistelmä: | The authors develop a framework for analysing the strengths and weaknesses of firms engaged in providing services, synthesizing and building on the literature addressing service operations. First, they summarize the distinguishing characteristics of service products, as compared to manufactured goods. They then partition the context in which firms operate into three segments. The customer interface is the most critical segment, representing the service firm's "moment of truth". They discuss each environment in turn in the first part of a two-part article. |
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