SERVICE ATTRIBUTE-PROCESS MATRIX： A TOOL FOR DESIGNING AND MANAGING SERVICES

作     者：Vassilis A. GLIATIS Ioannis E. MINIS 

作者机构：Department of Financial and Management Engineering Business School University of the Aegean 31 Fostini Str. 82100 Chios Greece Fax: +30 - 22710 - 35400 

出 版 物：《Journal of Systems Science and Systems Engineering》 (系统科学与系统工程学报（英文版）)

年 卷 期：2007年第16卷第3期

页      码：257-276页

摘      要：The growing importance of the service economy during the last 40 years has raised the need for new tools for designing and managing services. As a result, several authors have developed service classification systems, in order to better understand the nature of service operations and provide methods and tools to improve service efficiency and quality. This paper exploits the work resulting from service classification systems and identifies the principal attributes to be considered in service management. The tool introduced for this purpose is the Service Attribute-Process Matrix （SAPM）, which uses selected results from existing service classification schemes to investigate the importance of the significant service attributes to major processes of the service life cycle.

主 题 词：Classification of services service dimensions service concepts service design and management 

学科分类：120202[120202] 12[管理学] 0202[经济学-财政学类] 02[经济学] 1202[管理学-工商管理类] 020205[020205] 

核心收录：

D　O　I：10.1007/s11518-007-5049-3

馆 藏 号：203102473...