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  • 1
    Electronic Resource
    Electronic Resource
    A service positioning matrix (1998)
    Bingley : Emerald
    International journal of operations & production management 18 (1998), S. 1223-1244 
    Details
    ISSN: 0144-3577
    Source: Emerald Fulltext Archive Database 1994-2005
    Topics: Economics
    Notes: The service positioning matrix shows how the desired nature of the customer's service encounter activity sequence translates into a recommended service system design. The matrix helps managers think about marketing and operations linkages, roles of the customer and service-provider in creating and delivering services, facility design and process choice, and the different types of management challenges at each position in the matrix. Concepts such as the service encounter activity sequence and the degree of repeatability in the activity sequence are defined and used in the matrix. Examples are given to illustrate the positioning of service entities within the matrix. An empirical evaluation provides statistical support for the logic of the service positioning matrix. The criteria used in the matrix are meaningful to survey participants. Future research directions and issues are discussed.
    Type of Medium: Electronic Resource
    URL: http://dx.doi.org/10.1108/01443579810236647
    Library Location Call Number Volume/Issue/Year Availability
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    Paper (German National Licenses)
    Fulltext
  • 2
    Electronic Resource
    Electronic Resource
    An empirical comparison of service matrices (2000)
    Bingley : Emerald
    International journal of operations & production management 20 (2000), S. 705-729 
    Details
    ISSN: 0144-3577
    Source: Emerald Fulltext Archive Database 1994-2005
    Topics: Economics
    Notes: This research is the first study to evaluate and compare alternative service positioning matrices using rigorous statistical analysis and a common data set based on a variety of service processes. The matrices are evaluated based on five guidelines: clarity of construct definitions, conceptual independence of the two axes of each matrix, clarity in specifying the direction of causation from one axis to the other, axis unidimensionality, and correlation between the two axes of each matrix. These five guidelines provide a more rigorous approach to evaluating current and future positioning matrices, and contribute to the literature by defining more specifically than past research what constitutes a good positioning matrix. The difference between a classification scheme and a positioning matrix are also explained. The results indicate that while there is a statistically significant level of association (correlation) between the axes (Guideline 5) of each of the service matrices studied, meeting the requirements of the other four guidelines is a challenge for some service matrices.
    Type of Medium: Electronic Resource
    URL: http://dx.doi.org/10.1108/01443570010321685
    Library Location Call Number Volume/Issue/Year Availability
    BibTip Others were also interested in ...
    Paper (German National Licenses)
    Fulltext
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