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 in:Independent Journal of Management & Production 2018-01, Vol.9 (1), p.45-59
Main Authors: Lopes, Adriano, Nóbrega, Kleber Cavalcanti, Guimarães, Luciana Gondim de Almeida
Format: Article
Language:English
Subjects:
Classification
Consumers
Consumption
Customer services
Customization
Education
Flexibility
Marketing
Quality control
servant company
servant processus
service
service classification
Online Access:Get full text
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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