A framework for analyzing service operations

Gabriel R. Bitran and Maureen Lojo

European Management Journal, 1993, vol. 11, issue 3, 271-282

Abstract: Gabriel Bitran and Maureen Lojo develop a framework for analyzing the strengths and weaknesses of firms engaged in providing services, synthesizing and building on the literature addressing service operations. First, they summarize the distinguishing characteristics of service products, as compared to manufactured goods. They then partition the context in which firms operate into three segments. The external environment encompasses product definition and differentiation, as well as competitive forces. The internal environment concerns issues similar to those in traditional management of manufacturing operations. The customer interface is the most critical segment, representing the service firm's 'moment of truth.' They discuss each environment in turn in the first part of a two-part article.

Date: 1993
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