Revisit service classification to construct a customer‐oriented integrative service model

Abstract

Purpose – The purpose of this paper is to construct a customer‐oriented integrative service model based on the generic service process. Business strategies can then be formulated by using the model.Design/methodology/approach – The key classifying dimensions and their respective attributes are identified through literature reviews. Operational dimensions are formed by combining their attributes weighted by manager‐determined importance weights (IW). A generalized mathematical model is built to integrate the core services of a firm with customer‐based performance weight (PW). The integrative service model is constructed by combining the operational dimensions.Findings – The selected classification model covers knowledge, information and virtual space dimensions that most of the previous service‐process based model lack. The developed model is simpler to understand and to use for managers comparing to the other complicated mathematical models.Research limitations/implications – Empirical studies need to be ...