Service organisations must produce and deliver a service package which matches the expectations of their customers. A framework for a service operations strategy, its analysis and measurement, is provided. The service operations task is defined; the means of achieving the objectives of the task – the service production and delivery system – is detailed; and the operational factors affecting the running of a system are addressed. A case example of the applications of a service operations strategy is provided.
Armistead, C. (1990), "Service Operations Strategy: Framework for Matching the Service Operations Task and the Service Delivery System", International Journal of Service Industry Management, Vol. 1 No. 2, pp. 6-16. https://doi.org/10.1108/EUM0000000002800
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