Open AccessInterfaces between servant processes and service classification
Author(s) -
Adriano Lopes,
Kléber Cavalcanti Nóbrega,
Luciana Gondim de Almeida Guimarães
Publication year - 2018
Publication title -
independent journal of management and production
Language(s) - English
Resource type - Journals
ISSN - 2236-269X
DOI - 10.14807/ijmp.v9i1.680
Subject(s) - facilitator , flexibility (engineering) , simplicity , service (business) , servant , focus (optics) , computer science , business , knowledge management , process management , marketing , management , psychology , software engineering , social psychology , economics , physics , epistemology , philosophy , optics
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.