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Framework for the classification of service standardisation

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  • Morné Weyers
  • Louis Louw

Abstract

Literature on services refers to standardised services without describing what a standardised service is. This becomes problematic when attempting to apply a practice suited to standardised services to services that may not be standardised. A framework is developed to assess if a service is standardised or not. The methodology used is to use literature and apply examples to each dimension of the framework to give guidelines in assessing the level of standardisation of the individual dimensions and thus the overall service. The outcome is a qualitative framework with guidelines related to each dimension in improving the assessment of a service’s level of standardisation. This framework is applied to a case study to illustrate the application of the dimensions. The dimensions used as the basis of the framework are shown to be relevant as dimensions that describe the level of service standardisation.

Suggested Citation

  • 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.
    • Handle: RePEc:taf:servic:v:37:y:2017:i:7-8:p:409-425
    DOI: 10.1080/02642069.2017.1329419
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    References listed on IDEAS

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    1. 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.
    2. Jörg Flecker & Pamela Meil, 2010. "Organisational restructuring and emerging service value chains: implications for work and employment," Work, Employment & Society, British Sociological Association, vol. 24(4), pages 680-698, December.
    3. Tuncdan Baltacioglu & Erhan Ada & Melike D. Kaplan & Oznur Yurt And & Y. Cem Kaplan, 2007. "A New Framework for Service Supply Chains," The Service Industries Journal, Taylor & Francis Journals, vol. 27(2), pages 105-124, March.
    4. Y-M. Hsieh & A-T. Hsieh, 2001. "Enhancement of Service Quality with Job Standardisation," The Service Industries Journal, Taylor & Francis Journals, vol. 21(3), pages 147-166, July.
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    Cited by:

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