IUP Publications Online
Home About IUP Magazines Journals Books Archives
     
A Guided Tour | Recommend | Links | Subscriber Services | Feedback | Subscribe Online
 
The IUP Journal of Supply Chain Management :
Synthesis of a New Service Classification Matrix in the Digital Era for Innovation and Delivery Based on Current Service Taxonomy
:
:
:
:
:
:
:
:
:
 
 
 
 
 
 
 
 

Services, today, are disrupted by breakthrough innovations due to advancement of technology. Also, the blurring line between product and service is resulting in bundling of product-service mix offering by the market players. As the gap between goods and services is almost gone and a new era of bundling of goods and services has started, there is a need for development of a services classification scheme that would enable managers of service firms to relate their firms with respect to their marketing and supply chain strategies and actions with goods industries as they share common characteristics in the 21st century marketing. A majority of past literature reviews of service classification systems only review either the classification of services or classification of service delivery processes. Taking cognizance of the changing nature and dynamics of value offerings in marketplace, the model presented herein applies to the classification of services for all goods and service providers. The authors propose a new service classification matrix that provides a classification of services based on customer interface or user service-provider interface and service delivery processes. Strategic implications of the proposed matrix for marketing insights, innovation and delivery are also implicated for better planning and use by various stakeholders in the public and private sector.

 
 
 

Researchers have been always looking for the development of a services classification scheme that would enable managers of service firms to relate their firms with respect to their marketing and supply chain strategies and actions with those in other industries that share common characteristics. A majority of past literature reviews of service classification systems only review either the classification of services or classification of service delivery processes. Services, today, include e-services, defining them as “deeds, efforts or performances whose delivery is mediated by information technology. Such e-services include the service element of e-tailing, customer support, and service delivery” (Rowley, 2006).

The product offerings in the 21st century service firms are indistinguishable in terms of tangible consumer goods and intangible services. This complexity is presenting a new challenge for the classification of certain services such as that of retail stores and online
e-commerce portals. It is hard to recognize the service part of the offering in comparison to goods part of the product offering. The new model given here applies universally to all the service firms irrespective of service degree of the product offering.
This paper addresses this gap by proposing a new service classification matrix that provides a classification of services based on customer interface or user service-provider interface and service delivery processes developed using characteristics common to literature survey of services and service delivery processes based on current taxonomy. The new service classification matrix is based on a deduction analysis of the literature review and normative study of the various services availed by the customers in the current environment. Strategic implications of the proposed matrix for innovation and delivery are also implicated.


 
 
 

Supply Chain Management Journal,Synthesis of the New Service Classification Matrix,Contributions and Implications of the Proposed Matrix.