Service Operations Strategy: Framework for Matching the Service Operations Task and the Service Delivery System
- 1 August 1990
- journal article
- Published by Emerald Publishing in International Journal of Service Industry Management
- Vol. 1 (2) , 6-16
- https://doi.org/10.1108/eum0000000002800
Abstract
Service organisations must produce and deliver a service package which matches the expectations of their customers. A framework for a service operations strategy, its analysis and measurement, is provided. The service operations task is defined; the means of achieving the objectives of the task – the service production and delivery system – is detailed; and the operational factors affecting the running of a system are addressed. A case example of the applications of a service operations strategy is provided.Keywords
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