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An empirical analysis of management challenges in service factories, service shops, mass services and professional services

Rohit Verma (Department of Management, DePaul University, Chicago, Illinois, USA)

International Journal of Service Industry Management

ISSN: 0956-4233

Article publication date: 1 March 2000

Abstract

This study presents an empirical snapshot of management challenges among different types of service industries (Service Factory, Service Shop, Mass Service, and Professional Service). Based on data collected (sample size = 273; response rate 97.5 percent) from the managers of four services (Fast Food, Auto Repair, Retail Sales, Legal Services) we show how management challenges change with customer contact/customization and labour intensity. These results have important implications for understanding “real life” service operations, for process improvement, and for service design.

Keywords

Citation

Verma, R. (2000), "An empirical analysis of management challenges in service factories, service shops, mass services and professional services", International Journal of Service Industry Management, Vol. 11 No. 1, pp. 8-25. https://doi.org/10.1108/09564230010276924

Publisher

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MCB UP Ltd

Copyright © 2000, MCB UP Limited