Beefing Up Operations in Service Firms
Richard B. Chase and Robert H. Hayes
October 15, 1991
MAGAZINE FALL 1991
https://sloanreview.mit.edu/article/beefing-up-operations-in-service-firms/
The Operations Function of service firms
In service firms, two types of operations are carried out. One type is encounter between the customer and the organization (service person). The medium by which these encounters are carried out can be different like face-to-face, by phone, or by electromechanical device. They are the firm’s service delivery system. The other type are activities that take place within the organization without the customer being present and constitute the “back office” support system. These involve such tasks as processing paperwork, cooking a restaurant meal, or taking baggage off of a plane. This second type of activities are analogous to the production processes in the factory— working on things rather than people.
Managing Service Operations: Design and Implementation
Bill Hollins, Sadie Shinkins
SAGE, 18-Sep-2006 - Business & Economics - 312 pages
`Bill Hollins continues his practical investigation of design in the service sector. In this new book with Sadie Shinkins, he provides a down to earth approach to an important topic in the field′ - Naomi Gornick, Honorary Professor, University of Dundee
Guiding readers through each stage in the design and implementation of service operations, this book combines lively examples that are easy to relate to with clearly explained theory.
Throughout, chapters contain pedagogical features that will help students to get the most from the ideas and examples being presented in the book.
https://books.google.co.in/books?id=9UHUoR8YOlwC
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