A framework of sector-specific service characteristics

Compare to the manufacturing sector, managing quality in the service sector is sometimes more an art form rather than a scientific process. Due to the intangibility of the service product and the real-time participation of the customer in the production of the service, design of services not only requires good service standards and service procedures, it also requires tactful skills from the service operator and necessary real-time adjustments to suit specific needs of the customer in attendance. In this research, a study on the nature of service characteristics in various major service industries was carried out. These service industries include telecommunications, retail, banking, food & beverage, and public transport. The study involved a field survey on consumers in these service sectors. The research outcomes will hopefully provide an understanding of service output characteristics that are important to consumers. This understanding will support service productivity, service innovations and service automation, which are important attributes of a service science culture.