Revisit service classification to construct a customer‐oriented integrative service model

Abstract

PurposeThe purpose of this paper is to construct a customer‐oriented integrative service model based on the generic service process. Business strategies can then be formulated by using the model.Design/methodology/approachThe key classifying dimensions and their respective attributes are identified through literature reviews. Operational dimensions are formed by combining their attributes weighted by manager‐determined importance weights (IW). A generalized mathematical model is built to integrate the core services of a firm with customer‐based performance weight (PW). The integrative service model is constructed by combining the operational dimensions.FindingsThe selected classification model covers knowledge, information and virtual space dimensions that most of the previous service‐process based model lack. The developed model is simpler to understand and to use for managers comparing to the other complicated mathematical models.Research limitations/implicationsEmpirical studies need to be done to test the effectiveness of the model. Experienced managers are needed to decide the IW.Practical implicationsManagers can use the developed model to formulate integrated business strategies as well as forecasting competitor's strategies. The developed model is a customer‐oriented approach for service strategy formulation.Originality/valueA generalized mathematical model is derived for a firm offering “n” kinds of core services. Computer software can be written based on it to handle the complex cases.

Embedding the new discipline of service science: A service science research agenda

“…In addition, we argue that existing research of this nature has been conducted through narrow disciplinary lenses. Hence, much of service research to abstract service typologies use words such as "complex", "system" and "relationships" (see [15] for a historical account of service typologies), an indication of a knowledge gap. Just as science provided ways forward for Physics and Chemistry from 'Alchemy and Occult', service science research is challenged to fmd its unit and properties that would subsume all sectors.…”

A comparison of quality satisfaction between transactional and relational customers in e-commerce

“…Due to the tremendous amount of unrelated information presented in e-commerce, customers prefer that the information is relevant, safe, and important to them (Gregg and Scott, 2006). Liu et al (2008) indicate that e-commerce services are information intensive. Consequently, the service providers integrate a variety of information for their customers, such as customized personal data, price comparisons with other providers, experienced 579 Transactional and relational customers in e-commerce customer comments, and recommendations for related products.…”

Classifying services by attributes important to customers

“…The continuing work of classifying service systems is plentiful and others have recently presented comprehensive reviews (Cook et al, 1999;Shafti et al, 2007;Liu et al, 2008). Perhaps the most widely used classification scheme separates services into four types: the service factory, the service shop, the mass service, and the professional service, based on the degree of customer interaction and the level of labour intensity (Schmenner, 1986).…”