SERVICE ATTRIBUTE-PROCESS MATRIX: A TOOL FOR DESIGNING AND MANAGING SERVICES
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.
作 者： Vassilis A. GLIATIS Ioannis E. MINIS 作者单位： Department of Financial and Management Engineering, Business School, University of the Aegean 31, Fostini Str, 82100 Chios, Greece 刊 名： 系统科学与系统工程学报（英文版） 英文刊名： JOURNAL OF SYSTEMS SCIENCE AND SYSTEMS ENGINEERING 年，卷(期)： 2007 16(3) 分类号： N94 关键词： Classification of services service dimensions service concepts service design and management