“Service logic”: achieving service system integration
International Journal of Service Industry Management
ISSN: 0956-4233
Article publication date: 1 October 1995
Abstract
Offers a “service logic model” as a managerial tool for tackling cross‐functional issues embedded in service systems. Uncovers and describes the logical components inherent in the three key service management functions – marketing, operations and human resources‐and suggests that the real management challenge, above and beyond cross‐functional co‐ordination, is integration of these components as the real drivers of service experience. A step‐by‐step template is offered for using service logic to achieve the fundamental grass roots integration required in the creation of outcomes valued for customers.
Keywords
Citation
Kingman‐Brundage, J., George, W.R. and Bowen, D.E. (1995), "“Service logic”: achieving service system integration", International Journal of Service Industry Management, Vol. 6 No. 4, pp. 20-39. https://doi.org/10.1108/09564239510096885
Publisher
:MCB UP Ltd
Copyright © 1995, MCB UP Limited