Classification of Services: a new approach; application in productivity management

Authors: Shafti Farhad, van der Meer Robert, Williams Terry

Management Science Working Paper No. 4 (2005)

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Abstract

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In this paper a new approach to classification of services is introduced that is heavily based on empirical study. The approach can be used for studying and comparing services in different managerial contexts. This research specifically looks at the context of productivity management in services. The study examines nine popular service dimensions and analyses their relationship with a number of different aspects of productivity management in twelve widely selected services. Unlike the standard theoretical approach that works from service classifications to explore managerial challenges, in this research, managerial challenges (in the field of productivity) are studied using empirically derived data and as the result a number of service classifications based on certain service dimensions are explored. Among the candidate service dimensions, it was found that the Maister?s dimension of Front/Back Value Added is the most useful dimension in structuring classification schemes for the purpose of studying productivity management in services.