eCommons

 

An Empirical Analysis of Management Challenges in Service Factories, Service Shops, Mass Services and Professional Services

Other Titles

Abstract

This study presents an empirical snapshot of management challenges among different types of service industries (Service Factory, Service Shop, Mass Service, and Professional Service). Based on data collected (sample size = 273; response rate 97.5 percent) from the managers of four services (Fast Food, Auto Repair, Retail Sales, Legal Services) we show how management challenges change with customer contact/customization and labour intensity. These results have important implications for understanding “real life'' service operations, for process improvement, and for service design.

Journal / Series

Volume & Issue

Description

Sponsorship

Date Issued

2000-01-01

Publisher

Keywords

service operations; strategy; empirical studies; management

Location

Effective Date

Expiration Date

Sector

Employer

Union

Union Local

NAICS

Number of Workers

Committee Chair

Committee Co-Chair

Committee Member

Degree Discipline

Degree Name

Degree Level

Related Version

Related To

Related Part

Based on Related Item

Has Other Format(s)

Part of Related Item

Related To

Related Publication(s)

Link(s) to Related Publication(s)

References

Link(s) to Reference(s)

Previously Published As

Government Document

ISBN

ISMN

ISSN

Other Identifiers

Rights

Required Publisher Statement: © Emerald. DOI: 10.1108/09564230010276924. Final version published as: Verma, R. (2000). An empirical analysis of management challenges in service factories, service shops, mass services and professional services. International Journal of Service Industry Management, 11(1), 8-25. Reprinted with permission. All rights reserved.

Rights URI

Types

article

Accessibility Feature

Accessibility Hazard

Accessibility Summary

Link(s) to Catalog Record