A classification of service facilities, servicescapes and service factories

Markku Tinnilä

International Journal of Services and Operations Management, 2012, vol. 11, issue 3, 267-291

Abstract: Facilities of manufacturing have an explicit role, whereas service facilities are less explicit in their definitions, due to greater range of facilities and the multiple roles attached to them. This paper provides a review of service literature focusing on service facilities, and analysing the different views on them, such as facilities as servicescapes, service factories, complex systems or customer interfaces. Each of these views is analysed separately and four main dimensions of services facilities are identified. A classification framework is proposed catching the essential dimensions of the wide range of service facilities. The use of the framework is illustrated with examples. Finally, the results are discussed and further research areas proposed.

Keywords: service strategy; service facilities; service classification; servicescapes; service factories; service measurement; literature review; services. (search for similar items in EconPapers)
Date: 2012
References: Add references at CitEc
Citations:

Downloads: (external link)
http://www.inderscience.com/link.php?id=45659 (text/html)
Access to full text is restricted to subscribers.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:ids:ijsoma:v:11:y:2012:i:3:p:267-291

Access Statistics for this article

More articles in International Journal of Services and Operations Management from Inderscience Enterprises Ltd
Bibliographic data for series maintained by Sarah Parker ().