Interfaces between servant processes and service classification

• Autor(es): Lopes, Adriano ; Nóbrega, Kleber Cavalcanti ; Guimarães, Luciana Gondim de Almeida
• Data: 2018
• Origem: Oasisbr
• Assunto(s): servant processus; servant company; service classification; service
• Tipo de Documento: Artigo científico
• Idioma: Inglês

Descrição

In this paper, a theoretical approach was developed to analyze servant processes’ characteristics in different types of services, as professional, shop and mass services. Facilitator, responsiveness, flexibility, customer focus and tend to be higher in professional services. Responsiveness and simplicity tend to be higher in mass services while only responsiveness is highlighted on service shops.