TY  - JOUR
AB  - The growing importance of service delivery highlights the need for
well designed and operated service systems. A frame‐work, developed from
the perspective of an operations manager, can aid in the understanding
of service production, assist in the identification of appropriate
design strategies, and prescribe associated system design choices. The
major dimensions of the taxonomy are the characteristics of the
system/customer interface (direct, indirect, or no customer contact) and
the attributes of the service process (rigid or fluid service
processes).
VL  - 1
IS  - 3
SN  - 0956-4233
DO  - 10.1108/09564239010002126
UR  - https://doi.org/10.1108/09564239010002126
AU  - Wemmerlöv Urban
PY  - 1990
Y1  - 1990/01/01
TI  - A Taxonomy for Service Processes and its Implications for System Design
T2  - International Journal of Service Industry Management
PB  - MCB UP Ltd
SP  - 20
EP  - 40
Y2  - 2024/04/18
ER  -