A classification of service facilities, servicescapes and service factories

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.

[1]  C. Grönroos.  The relationship marketing process: communication, interaction, dialogue, value , 2004 .

[2]  C. Lovelock,et al.  Whither Services Marketing? , 2004 .

[3]  Mary Jo Bitner,et al.  The service imperative , 2008 .

[4]  Markku Tinnilä,et al.  A Review of Service Frameworks Analyzing Strategic Repositioning: The Case of Bank Services , 2011, Int. J. Inf. Syst. Serv. Sect..

[5]  James A. Fitzsimmons,et al.  Service Management for Competitive Advantage , 1994 .

[6]  Michael K. Brady,et al.  Investigating the role of the physical environment in hedonic service consumption: an exploratory study of sporting events , 2002 .

[7]  Roger W. Schmenner.  Production/Operations Management: From the Inside Out , 1993 .

[8]  Angappa Gunasekaran,et al.  Performance measurement and costing system in new enterprise , 2005 .

[9]  Stefan Holmlid,et al.  Bringing Service Design to Service Sciences, Management and Engineering , 2008 .

[10]  Chun-Hsien Liu,et al.  Revisit service classification to construct a customer‐oriented integrative service model , 2008 .

[11]  Markku Tinnilä,et al.  A model for strategic repositioning of service processes , 1995 .

[12]  John A. Buzacott,et al.  Flexibility in manufacturing and services: achievements, insights and challenges , 2008 .

[13]  Kirk L. Wakefield,et al.  The Importance of Servicescapes in Leisure Service Settings , 1994 .

[14]  E. Gummesson.  Exit Services Marketing – Enter Service Marketing , 2007 .

[15]  Stephen L. Vargo,et al.  Toward a conceptual foundation for service science: Contributions from service-dominant logic , 2008, IBM Syst. J..

[16]  Rohit Verma,et al.  Research opportunities in service process design , 2002 .

[17]  John Haywood-Farmer,et al.  A Conceptual Model of Service Quality , 1988 .

[18]  Euthemia Stavrulaki,et al.  Aligning products with supply chain processes and strategy , 2010 .

[19]  John T. Bowen,et al.  A proposed model of the descriptors of service process , 2003 .

[20]  R. Schmenner.  How can service businesses survive and prosper? , 1986, Sloan management review.

[21]  Øystein D. Fjeldstad,et al.  CONFIGURING VALUE FOR COMPETITIVE ADVANTAGE: ON CHAINS, SHOPS, AND NETWORKS , 1998 .

[22]  C. Grönroos,et al.  Service as business logic: implications for value creation and marketing , 2011 .

[23]  Deborah L. Kellogg,et al.  A framework for strategic service management , 1995 .

[24]  Richard D. Metters,et al.  A typology of de-coupling strategies in mixed services , 2000 .

[25]  L. Berry,et al.  The Effect of the Servicescape on Service Workers , 2008 .

[26]  Cevahir Uzkurt,et al.  Customer participation in the service process: a model and research propositions , 2010 .

[27]  Luk N. Van Wassenhove,et al.  Too much theory, not enough understanding , 2009 .

[28]  Mary Jo Bitner,et al.  Servicescapes: The Impact of Physical Surroundings on Customers and Employees: , 1992 .

[29]  Roger Maull,et al.  Service delivery system design: characteristics and contingencies , 2011 .

[30]  David A. Collier,et al.  A service positioning matrix , 1998 .

[31]  Ioannis Minis,et al.  Service attribute-process matrix: A tool for designing and managing services , 2007 .

[32]  John Mylonakis,et al.  Perceived service quality management and loyalty in public versus private banks operations: some empirical evidence , 2005 .

[33]  Roger W. Schmenner,et al.  Service Businesses and Productivity , 2004, Decis. Sci..

[34]  Kristina Heinonen,et al.  Reconceptualizing customer perceived value: the value of time and place , 2004 .

[35]  Markku Tinnilä,et al.  Mapping the structural properties of production process and product mix , 2008 .

[36]  Alan D. Smith.  Service quality programme developments and lean management aspects: a multi-case study , 2010 .

[37]  C. Grönroos.  Service logic revisited: who creates value? And who co‐creates? , 2008 .

[38]  Pauliina Ulkuniemi,et al.  Creating value for the business service buyer through modularity , 2011 .

[39]  L. Harris,et al.  Servicescape and loyalty intentions: an empirical investigation , 2008 .

[40]  Curtis P. McLaughlin,et al.  Why variation reduction is not everything: a new paradigm for service operations , 1996 .

[41]  Mary Jo Bitner,et al.  Technology infusion in service encounters , 2000 .

[42]  Jan Olhager,et al.  Linking product–process matrices for manufacturing and industrial service operations , 2006 .

[43]  John A. Buzacott,et al.  Service system structure , 2000 .

[44]  B. Cova,et al.  Servicescapes: From Modern Non-Places to Postmodern Common Places , 1999 .

[45]  R. Hayes.  Restoring our competitive edge , 1984 .

[46]  R. Johnston,et al.  Towards a Classification of Service Processes , 1992 .

[47]  Stephen L. Vargo,et al.  The Four Service Marketing Myths , 2004 .

[48]  W. J. Stevenson,et al.  PRODUCTION OPERATIONS MANAGEMENT , 1992 .

[49]  L. W. Turley,et al.  The Multidimensional Nature of Service Facilities , 1992 .

[50]  Hamid Noori,et al.  The decoupling of product and process life cycles , 1991 .

[51]  James C. Spohrer,et al.  Service Science, Management, Engineering, and Design (SSMED): An Emerging Discipline - Outline & References , 2009, Int. J. Inf. Syst. Serv. Sect..

[52]  Jan Olhager,et al.  Industrial service profiling : Matching service offerings and processes , 2004 .

[53]  W. Kim,et al.  Customers’ cognitive, emotional, and actionable response to the servicescape: A test of the moderating effect of the restaurant type , 2009 .

[54]  Eddie Anderson,et al.  Operations Management—Strategy and Analysis , 1987 .

[55]  Kate Blackmon,et al.  Service competitiveness – An international benchmarking comparison of service practice and performance in Germany, UK and USA , 1999 .

[56]  Rhian Silvestro,et al.  Positioning services along the volume‐variety diagonal , 1999 .

[57]  Gregory R. Heim,et al.  A Product-Process Matrix for Electronic B2C Operations , 2001 .

[58]  Chon-Huat Goh,et al.  SERVICE TYPOLOGIES: A STATE OF THE ART SURVEY , 1999 .

[59]  G. L. Shostack,et al.  Service Positioning through Structural Change , 1987 .

[60]  David A. Collier,et al.  An empirical comparison of service matrices , 2000 .