Designing services: an information‐processing approach

Abstract

Service delivery requires the reception and processing of customer information. To deliver a service that satisfies customers, service job design should consider information needed to complete service delivery tasks. The objective here is to determine if the quantity of customer information received by a service delivery process has implications for service job design.

Citation

Wathen, S. and Anderson, J.C. (1995), "Designing services: an information‐processing approach", International Journal of Service Industry Management, Vol. 6 No. 1, pp. 64-76. https://doi.org/10.1108/09564239510078858