The transformation process is at the centre of the
wider discipline of operations management. But whilst it is widely studied from
both manufacturing and service perspectives, very few studies look at the
underpinning relationships amongst its constituent parts. This paper seeks to
enrich our understanding of linkages between customer input, service delivery
system, and the service concept through a review of service operations
management literature. The traditional service classification
dimensions/theories are evaluated in light of the emergent information intensity
aspect of virtual services. The emergent tentative insights are summarised in a
conceptual framework.
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