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The Service Process Matrix is a classification matrix of service industry firms based on the characteristics of the individual firm's service processes. The matrix was derived by Roger Schmenner and first appeared in 1986.
The service process matrix divides service firms on the basis of their labor intensity and the degree of customization and customer contact involved with providing the service (Schmenner,...
The Service-Process Matrix provides a visual representation of how different types of services align based on the degree of customization and customer interaction.
proposed the Service Process Matrix (SPM), based on three characteristics of service delivery systems. The SPM expands the customer-contact model and categorizes services on two dimensions: (1) labor intensity, and (2) Customer contact and service customization. Labor intensity is defined as the ratio of the
The records of superior performance of selected service firms over many years suggest that they may be more productive than others. This article uses the Theory of Swift, Even Flow to explain why that might be true. In the process, this article improves Schmenner's 1986 service process matrix.
This paper uses the classification of the Service process matrix and its four basic services types recognized in the analysis of service efficiency measurement.
Different service industries can be classified according to empirical data, but misclassifications do occur. In particular, misclassifications are most prevalent where two service industries share a common characteristic as described by the service process matrix.
This paper introduces the service process/service package matrix to meet that need. The important feature of the service process is the degree of customer influence on the service process. The unique characteristic of the service package is that it consists of both tangible and intangible aspects.
The development of the SEPIA and Networked Service Enterprise Productivity in Action (N-SEPIA) begins with the seminal work of Schmenner’s Service Process Matrix. This matrix aligns the first (frameworks) level one of Boulding’s nine level system hierarchy.
The Service Attribute-Process Matrix (SAPM) links the service classification attributes with the processes of the service life cycle. This is done since a service is produced through a sequence of processes, ranging from strategy development to the management of financial and other resources.