Service Typologies: A State of the Art Survey

Abstract

Services comprise an ever‐expanding source of employment in the world's economies and are of significant interest to both academicians and practitioners. In this study, historical perspectives from which to view service typologies are provided and four decades of service typologies are chronicled. The interest in services demonstrated by academicians is tracked over time as are the purposes for which typologies have been developed. A unified schematic representation of services is developed in which the common themes underlying service typology development are identified from both a macro and micro level. Based on this study, areas for future research are identified.

Reflections on context in service research

“…Over the years there have been many efforts at analyzing this diversity, for example through the development of service typologies (for an overview see Cook et al, 1999). Lovelock (1983) provides an important contribution suggesting that we should use specific categories of services that transcend traditional industry boundaries.…”

An International Index for Customer Satisfaction in the Construction Industry

“…4, 12, 30, 33, 34, 35, 36, 37, 38, 39, 40, 41, 42, 43, 44 & 45) Although customer satisfaction could be achieved throughout the different phases of the project life cycle, the organizational and management drivers play an active role towards supporting other drivers towards achieving customer satisfaction in construction. This could be accomplished through mastering management tools and te chniques such as project management, communication m anagement, participation, partnership, commitment, lean management and anti-bribery) [29], [68], [69], [78], [79] wh ich increase the efficiency and effectiveness of the constr uction process and ultimately achieve customer needs and requirements. For example, through adopting Lean Projec ts Management, Robert Woodheads ltd. succeeded during the construction of five children's centre projects for Nott inghamshire Country Council, UK to complete these proj ects ahead of programme, below budget and at the require d quality standards [80].…”

“…The development of Phoenix Sky Harbour International Airport Terminal 2, Arizona, USA is an example that ascertains these drivers as the designer and contractor performance using a design-build method enabled the project to be completed quickly and as inexpensive as possible without compromising the required quality standards [71]. In addition, providing quality product and service through sk illed work force, quality workmanship and good supervisi on contributes greatly to customer satisfaction [2], [47], [5 2], [68], [69]. Through applying a number of quality measu res and Health and Safety (H&S) procedures, Portakabin, UK positioned itself at the top end of the modular buildin g market in Europe.…”

“…Moreover, maintaining mutual relationship between the contractor and the customer [68], [69] and preserving a collaborative environment between the construction tea m [73], [74] helps reducing conflicts and increasing trust which ultimately keeps the customer satisfied. Furthermo re, adopting a strategy for reducing project waste, energy consumption and down time [75] and adhering to H&S pr ocedures to reduce or eliminate site accidents and injuries [68], [69] are cornerstone elements that when adopted by t he construction team helps achieving customer satisfactio n. For example, Morgan Lovell, UK's leading interior des ign office, fit out and refurbishment specialist provides en ergy management solutions to its customers and believes t hat implementing systems such as ISO5001 is a powerful means for achieving customer satisfaction through monito ring and managing energy usage as well as working to be st practice in terms of environmental performance [76]. Fi nally, providing contractors with accurate and timely info rmation and having agreed procedures about managing ch ange orders [2] ensures smooth construction process and r educes disputes and conflicts between the project team.…”

“…In addition, this stage includes contract administration, providing the contractor and/or specialists with further information when needed [61]. Customer satisfaction could be achieved during the construction phase when the contractor performance is according to the approved rates and the project progress is within the agreed timeframe, cost and quality standards [3], [5], [26], [29], [47], [68], [69], [70]. The development of Phoenix Sky Harbour International Airport Terminal 2, Arizona, USA is an example that ascertains these drivers as the designer and contractor performance using a design-build method enabled the project to be completed quickly and as inexpensive as possible without compromising the required quality standards [71].…”