Framework for the classification of service standardisation

Morné Weyers and Louis Louw

The Service Industries Journal, 2017, vol. 37, issue 7-8, 409-425

Abstract: Literature on services refers to standardised services without describing what a standardised service is. This becomes problematic when attempting to apply a practice suited to standardised services to services that may not be standardised. A framework is developed to assess if a service is standardised or not. The methodology used is to use literature and apply examples to each dimension of the framework to give guidelines in assessing the level of standardisation of the individual dimensions and thus the overall service. The outcome is a qualitative framework with guidelines related to each dimension in improving the assessment of a service’s level of standardisation. This framework is applied to a case study to illustrate the application of the dimensions. The dimensions used as the basis of the framework are shown to be relevant as dimensions that describe the level of service standardisation.

Date: 2017
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DOI: 10.1080/02642069.2017.1329419

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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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