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A taxonomy of standards in the service sector: Theoretical discussion and empirical test

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  • Knut Blind

Abstract

Based on the peculiarities of services the different typologies of service standards are discussed. Against this background, a survey among European service companies addressed the question of in which service-related categories formal and informal standards are implemented. In total 364 European service companies responded to the on-line survey. Relying on the assessment of the importance of the various service-related standardisation aspects, it was possible to identify a taxonomy of service standards containing five clusters of service standards ‘Service Management’, ‘Service Employee’, ‘Service Delivery’, ‘Customer Interaction’, and ‘Data Flows and Security’, which correspond very closely to the ex ante applied typology derived from the literature.

Suggested Citation

  • Knut Blind, 2006. "A taxonomy of standards in the service sector: Theoretical discussion and empirical test," The Service Industries Journal, Taylor & Francis Journals, vol. 26(4), pages 397-420, June.
    • Handle: RePEc:taf:servic:v:26:y:2006:i:4:p:397-420
    DOI: 10.1080/02642060600621597
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    References listed on IDEAS

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    1. Faïz Gallouj, 2002. "Innovation in the Service Economy," Books, Edward Elgar Publishing, number 2391.
    2. Faïz Gallouj, 2002. "Innovation in the service economy: the new wealth of nations," Post-Print halshs-00198409, HAL.
    3. Knut Blind, 2004. "The Economics of Standards," Books, Edward Elgar Publishing, number 3392.
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    1. Knut Blind, 2010. "The Role of Standards for Trade in Services: Hypotheses and First Insights," Chapters, in: Faïz Gallouj & Faridah Djellal (ed.), The Handbook of Innovation and Services, chapter 22, Edward Elgar Publishing.
    2. Morné Weyers & Louis Louw, 2017. "Framework for the classification of service standardisation," The Service Industries Journal, Taylor & Francis Journals, vol. 37(7-8), pages 409-425, June.
    3. Omar Chehab & Shiva Ilkhanizadeh & Mona Bouzari, 2021. "Impacts of Job Standardisation on Restaurant Frontline Employees: Mediating Effect of Emotional Labour," Sustainability, MDPI, vol. 13(3), pages 1-17, February.
    4. Fiona Edgar & Alan Geare & David Saunders & Maike Beacker & Ilai Faanunu, 2017. "A transformative service research agenda: a study of workers’ well-being," The Service Industries Journal, Taylor & Francis Journals, vol. 37(1), pages 84-104, January.
    5. Blind, Knut & Müller, Jo-Ann, 2019. "The role of standards in the policy debate on the EU-US trade agreement," Journal of Policy Modeling, Elsevier, vol. 41(1), pages 21-38.

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