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A framework for analyzing service operations

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  • Bitran, Gabriel R.
  • Lojo, Maureen

Abstract

Gabriel Bitran and Maureen Lojo develop a framework for analyzing the strengths and weaknesses of firms engaged in providing services, synthesizing and building on the literature addressing service operations. First, they summarize the distinguishing characteristics of service products, as compared to manufactured goods. They then partition the context in which firms operate into three segments. The external environment encompasses product definition and differentiation, as well as competitive forces. The internal environment concerns issues similar to those in traditional management of manufacturing operations. The customer interface is the most critical segment, representing the service firm's 'moment of truth.' They discuss each environment in turn in the first part of a two-part article.

Suggested Citation

  • Bitran, Gabriel R. & Lojo, Maureen, 1993. "A framework for analyzing service operations," European Management Journal, Elsevier, vol. 11(3), pages 271-282, September.
    • Handle: RePEc:eee:eurman:v:11:y:1993:i:3:p:271-282
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    Cited by:

    1. R. K Uppal, 2011. "Excellency in banking services - A new road map for banks in the emerging new competition," Journal of Economics and Behavioral Studies, AMH International, vol. 1(1), pages 32-40.
    2. Lopez, Luis E. & Roberts, Edward B., 2002. "First-mover advantages in regimes of weak appropriability: the case of financial services innovations," Journal of Business Research, Elsevier, vol. 55(12), pages 997-1005, December.
    3. Chikan, Attila & Demeter, Krisztina, 1996. "Services provided by manufacturing The Hungarian case," International Journal of Production Economics, Elsevier, vol. 46(1), pages 489-496, December.
    4. Rajeeva Sinha & Bharat Maheshwari & Avik Kedia, 2013. "Financial Literacy Through Service Innovation," South Asian Journal of Business and Management Cases, , vol. 2(2), pages 177-191, December.
    5. Michael A. Cusumano & Steven J. Kahl & Fernando F. Suarez, 2015. "Services, industry evolution, and the competitive strategies of product firms," Strategic Management Journal, Wiley Blackwell, vol. 36(4), pages 559-575, April.
    6. Ingrid M. Nembhard & Anita L. Tucker, 2011. "Deliberate Learning to Improve Performance in Dynamic Service Settings: Evidence from Hospital Intensive Care Units," Organization Science, INFORMS, vol. 22(4), pages 907-922, August.
    7. Sarah Khan & Waheed Akhter & David McMillan, 2017. "Service quality and the moderating effect of Shari’ah perception on client satisfaction: A comparison of Islamic and conventional microfinance in Pakistan," Cogent Economics & Finance, Taylor & Francis Journals, vol. 5(1), pages 1315206-131, January.
    8. Wang, Yanping & Gao, Jie & Wei, Zelong, 2022. "The double-edged sword of servitization in radical product innovation: The role of latent needs identification," Technovation, Elsevier, vol. 118(C).

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