Managing service organizations: Does having a "thing" make a difference?

    Authors

    J. Bowen;R. C. Ford

    Comments

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    Abbreviated Journal Title

    J. Manage.

    Keywords

    PHYSICAL SURROUNDINGS; BEHAVIOR; DELIVERY; CUSTOMERS; EMPLOYEES; QUALITY; ROLES; CONSEQUENCES; ENCOUNTERS; MANAGEMENT; Business; Psychology, Applied; Management

    Abstract

    The authors conducted an extensive review of literature to see if there was evidence indicating there are differences in the management of services and manufacturing organizations. The literature identified differences that related to measurements used to assess effectiveness and efficiency, differences in production strategies and differences in production processes between organizations producing tangible goods and those producing intangible services. The results of the review indicate that there are a number of important and defendable differences between managing a manufacturing firm and a service. The authors also provide tables summarizing the differences and provide research implication for each difference. The review serves as a foundation for future academic efforts to better understand the unique challenges of managing organizations in the services sector (C) 2002 Elsevier Science Inc. All rights reserved

    Journal Title

    Journal of Management

    Volume

    28

    Issue/Number

    3

    Publication Date

    1-1-2002

    Document Type

    Review

    Language

    English

    First Page

    447

    Last Page

    469

    WOS Identifier

    WOS:000177143800009

    ISSN

    0149-2063

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