Service Typologies: A Transaction Modelling Approach
International Journal of Service Industry Management
ISSN: 0956-4233
Article publication date: 1 April 1990
Abstract
Most services rely on a real‐time transaction between provider and customer. The nature of this interaction determines an immediate quality perception of the service by the user. In the long term, these cumulative quality perceptions may significantly affect the overall viability of the service and success of the provider firm. A transaction matrix is developed that allows placement of any service delivery process with respect to the technology and people interface characteristics. Selective repositioning within the matrix is shown to influence performance and productivity. A prescription for management is presented to allow use of the transaction model in strategic planning and tactical decision making.
Keywords
Citation
Haynes, R.M. (1990), "Service Typologies: A Transaction Modelling Approach", International Journal of Service Industry Management, Vol. 1 No. 1, pp. 15-26. https://doi.org/10.1108/09564239010144534
Publisher
:MCB UP Ltd
Copyright © 1990, MCB UP Limited