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THE SPECIFICATION of HIGH INTERACTION SERVICE PROCESSES

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  • Sofia Salgado Pinto

    (Faculdade de Economia e Gestão, Universidade Católica Portuguesa - Porto)

Abstract

This paper reports a study of the nature of specifications in high interaction service processes. It builds on two exploratory case studies of airline companies to describe the elements that are used to define and control service processes. The findings reveal the service specification as a combination of several elements in different degrees of explicitness and in a range of shapes. The combination of the specification elements appears to be shaped by contextual variables, namely the process size and the degree of customer interaction.

Suggested Citation

  • Sofia Salgado Pinto, 2008. "THE SPECIFICATION of HIGH INTERACTION SERVICE PROCESSES," Working Papers de Gestão (Management Working Papers) 022008, Católica Porto Business School, Universidade Católica Portuguesa.
    • Handle: RePEc:cap:mpaper:022008
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    References listed on IDEAS

    as
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    4. Richard B. Chase & David A. Tansik, 1983. "The Customer Contact Model for Organization Design," Management Science, INFORMS, vol. 29(9), pages 1037-1050, September.
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