Service Processes

Abstract

Abstract The article discusses the typologies of services based on their operational characteristics rather than industry type. It is argued that the manufacturing process model, which distinguishes five manufacturing process types on the basis of production volume and variety,has played an important part in facilitating an understanding of the operations management challenges which are shared by manufacturers in widely differing industries. An analogous model of service processes is presented, which combines service volumes and six service typologies. Three service process types are defined: professional services, service shops, and mass services. The key characteristics and operational challenges of the different service process types are defined and discussed. It is argued that the service process model can enable the cross‐fertilization of ideas and the sharing of operations management practices between services from different industries.