Service classification research: welcome back!

F. Shafti, R.B. Van Der Meer, T.M. Williams, T.J. Bedford

Research output: Contribution to conferencePaper

Abstract

The evolution and theories behind three popular service classification models (Customer Contact Model, Service Process Matrix, and Volume-Variety Model) are explored. In phase one of this research, a critical literature review reveals that the latter two models have ended up being quite similar to the well-known Product-Process Matrix in manufacturing. This first phase has also resulted in the formulation of six research inquiries related to these three models. In phase two, these research inquiries are addressed by analysing a set of empirically derived data. As a result, the Customer Contact Model is further developed. A number of questions are raised with regard to the validity of some of the theories behind the Service Process Matrix. Overall, the Volume-Variety Model is supported by the analysis. Finally, the question is answered whether it is better to use the manufacturing-based Product-Process Matrix, instead of the newly emerged models in service operations.

Conference

Conference13th International Annual Conference of the European Operations Management Association
Abbreviated titleEUROMA 2006
CountryUnited Kingdom
CityGlasgow
Period18/06/0621/06/06

Fingerprint

manufacturing
customer
contact
literature

Keywords

  • service classification models
  • Customer Contact Model
  • Service Process Matrix
  • Volume-Variety Model

Cite this

Shafti, F., Van Der Meer, R. B., Williams, T. M., & Bedford, T. J. (2006). Service classification research: welcome back!. Paper presented at 13th International Annual Conference of the European Operations Management Association, Glasgow, United Kingdom.
Shafti, F. ; Van Der Meer, R.B. ; Williams, T.M. ; Bedford, T.J. / Service classification research: welcome back!. Paper presented at 13th International Annual Conference of the European Operations Management Association, Glasgow, United Kingdom.
@conference{c837ed6e6f114667ac5e95227abfbf72,
title = "Service classification research: welcome back!",
abstract = "The evolution and theories behind three popular service classification models (Customer Contact Model, Service Process Matrix, and Volume-Variety Model) are explored. In phase one of this research, a critical literature review reveals that the latter two models have ended up being quite similar to the well-known Product-Process Matrix in manufacturing. This first phase has also resulted in the formulation of six research inquiries related to these three models. In phase two, these research inquiries are addressed by analysing a set of empirically derived data. As a result, the Customer Contact Model is further developed. A number of questions are raised with regard to the validity of some of the theories behind the Service Process Matrix. Overall, the Volume-Variety Model is supported by the analysis. Finally, the question is answered whether it is better to use the manufacturing-based Product-Process Matrix, instead of the newly emerged models in service operations.",
keywords = "service classification models, Customer Contact Model, Service Process Matrix, Volume-Variety Model",
author = "F. Shafti and {Van Der Meer}, R.B. and T.M. Williams and T.J. Bedford",
note = "Also presented at EuROMA 2006 International Conference.; 13th International Annual Conference of the European Operations Management Association, EUROMA 2006 ; Conference date: 18-06-2006 Through 21-06-2006",
year = "2006",
language = "English",

}

Shafti, F, Van Der Meer, RB, Williams, TM & Bedford, TJ 2006, 'Service classification research: welcome back!' Paper presented at 13th International Annual Conference of the European Operations Management Association, Glasgow, United Kingdom, 18/06/06 - 21/06/06, .

Service classification research: welcome back! / Shafti, F.; Van Der Meer, R.B.; Williams, T.M.; Bedford, T.J.

2006. Paper presented at 13th International Annual Conference of the European Operations Management Association, Glasgow, United Kingdom.

Research output: Contribution to conferencePaper

TY - CONF

T1 - Service classification research: welcome back!

AU - Shafti, F.

AU - Van Der Meer, R.B.

AU - Williams, T.M.

AU - Bedford, T.J.

N1 - Also presented at EuROMA 2006 International Conference.

PY - 2006

Y1 - 2006

N2 - The evolution and theories behind three popular service classification models (Customer Contact Model, Service Process Matrix, and Volume-Variety Model) are explored. In phase one of this research, a critical literature review reveals that the latter two models have ended up being quite similar to the well-known Product-Process Matrix in manufacturing. This first phase has also resulted in the formulation of six research inquiries related to these three models. In phase two, these research inquiries are addressed by analysing a set of empirically derived data. As a result, the Customer Contact Model is further developed. A number of questions are raised with regard to the validity of some of the theories behind the Service Process Matrix. Overall, the Volume-Variety Model is supported by the analysis. Finally, the question is answered whether it is better to use the manufacturing-based Product-Process Matrix, instead of the newly emerged models in service operations.

AB - The evolution and theories behind three popular service classification models (Customer Contact Model, Service Process Matrix, and Volume-Variety Model) are explored. In phase one of this research, a critical literature review reveals that the latter two models have ended up being quite similar to the well-known Product-Process Matrix in manufacturing. This first phase has also resulted in the formulation of six research inquiries related to these three models. In phase two, these research inquiries are addressed by analysing a set of empirically derived data. As a result, the Customer Contact Model is further developed. A number of questions are raised with regard to the validity of some of the theories behind the Service Process Matrix. Overall, the Volume-Variety Model is supported by the analysis. Finally, the question is answered whether it is better to use the manufacturing-based Product-Process Matrix, instead of the newly emerged models in service operations.

KW - service classification models

KW - Customer Contact Model

KW - Service Process Matrix

KW - Volume-Variety Model

UR - http://www.managementscience.org/researchpubs.aspx?id=1338

UR - http://www.euroma-online.org/r/default.asp?iId=IDIDI

M3 - Paper

ER -

Shafti F, Van Der Meer RB, Williams TM, Bedford TJ. Service classification research: welcome back!. 2006. Paper presented at 13th International Annual Conference of the European Operations Management Association, Glasgow, United Kingdom.