A taxonomy of standards in the service sector: Theoretical discussion and empirical test

Knut Blind

The Service Industries Journal, 2006, vol. 26, issue 4, 397-420

Abstract: Based on the peculiarities of services the different typologies of service standards are discussed. Against this background, a survey among European service companies addressed the question of in which service-related categories formal and informal standards are implemented. In total 364 European service companies responded to the on-line survey. Relying on the assessment of the importance of the various service-related standardisation aspects, it was possible to identify a taxonomy of service standards containing five clusters of service standards ‘Service Management’, ‘Service Employee’, ‘Service Delivery’, ‘Customer Interaction’, and ‘Data Flows and Security’, which correspond very closely to the ex ante applied typology derived from the literature.

Date: 2006
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DOI: 10.1080/02642060600621597

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The Service Industries Journal is currently edited by Eileen Bridges, Professor Domingo Ribeiro, Ronald Goldsmith, Barry Howcroft and Youjae Yi

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