Extending the range of service facilities Online publication date: Mon, 04-Sep-2017
by Markku Tinnilä; Jukka Kallio; Mika Raulas; Ari Vepsäläinen
International Journal of Services and Operations Management (IJSOM), Vol. 28, No. 2, 2017
Abstract: The need to understand how different types of service facilities and resources are best directed to cater for various regular and contingent service requirements has been addressed in a number of service facility classifications. These suggest what type of a channel or service constellation best matches a more or less complex service activity. With the development of technology and changing social behaviour, improved opportunities to harness social networking resources, as well as, the resources and institutions for effective service provision, need to be understood in a broader context. For this, we suggest a classification of service facilities that takes into account both traditional service encounters, as well as, agents, specialists and internal service resources. This paper focuses on service facilities, and particularly on the extension of their range by a literature review, identification of gaps and proposing an extension to their range.
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