A Taxonomy for Service Processes and its Implications for System Design

Abstract

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).