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An essay on the dimension and components of customisation in service operations management

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  • Álvarez, María José
  • Arias-Aranda, Daniel

Abstract

There is a scarcity of guidelines that trigger the adoption of Customisation, a concept frequently brought up in Service-related Operations management. This paper suggests a comprehensive framework of the Customisation process and its implications for Service Operations Management. We identify the two most outstanding approaches of Customisation, based upon the concepts of Customers'needings and Wishes. Main differences between them and their respective effects on the design of the Service Operations Strategy are discussed. Second, we identify the four dimensions (Time, Space, Volume and Variety) which explain the two mentioned approaches and that may address the process of implementation of the Operations Strategy.

Suggested Citation

  • Álvarez, María José & Arias-Aranda, Daniel, 1998. "An essay on the dimension and components of customisation in service operations management," DEE - Working Papers. Business Economics. WB 6544, Universidad Carlos III de Madrid. Departamento de Economía de la Empresa.
    • Handle: RePEc:cte:wbrepe:6544
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    References listed on IDEAS

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    1. Joanne M. Sulek & Mary R. Lind & Ann S. Marucheck, 1995. "The Impact of a Customer Service Intervention and Facility Design on Firm Performance," Management Science, INFORMS, vol. 41(11), pages 1763-1773, November.
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    Keywords

    Service operations management;

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