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A Conceptual Model of Self‐service

Shlomo Globerson (College of Business Administration, Northeastern University, USA and Faculty of Management, Tel Aviv University, Israel)
Michael J. Maggard (College of Business Administration, Northeastern University, USA)

International Journal of Operations & Production Management

ISSN: 0144-3577

Publication date: 1 April 1991

Abstract

The article focuses upon the concept of self‐service within the service sector. The nature and growth, as well as the present and potential use of self‐service are analysed and explored. Starting with the service industry, several common classification and evaluation schemes are reviewed. Recent contributions to the understanding of the self‐service industry are next discussed. A model of the self‐service sector is proposed which incorporates attributes drawn from three major sectors: the consumer, the organisation, and the environment. Examples and hypotheses to be explored are included.

Keywords

Citation

Globerson, S. and Maggard, M.J. (1991), "A Conceptual Model of Self‐service", International Journal of Operations & Production Management, Vol. 11 No. 4, pp. 33-43. https://doi.org/10.1108/01443579110002977

Publisher

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MCB UP Ltd

Copyright © 1991, MCB UP Limited