TY  - JOUR
AB  - 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.
VL  - 11
IS  - 1
SN  - 0956-4233
DO  - 10.1108/09564230010276924
UR  - https://doi.org/10.1108/09564230010276924
AU  - Verma Rohit
PY  - 2000
Y1  - 2000/01/01
TI  - An empirical analysis of management challenges in service factories, service shops, mass services and professional services
T2  - International Journal of Service Industry Management
PB  - MCB UP Ltd
SP  - 8
EP  - 25
Y2  - 2024/09/22
ER  -