Theoretical contributions from operations management and economic theories for strategic positioning of services: an integrating proposal

Dimária Silva e Meirelles, Claudia Fernanda Franceschi Klement
2013 Journal of Operations and Supply Chain Management  
The goal of this article is to join the theoretical contributions of operations management and economical theory for the analysis of services' strategic positioning. In the beginning it presents the explanation about three services taxonomies with similar conceptual formation; these taxonomies are centered in the process perspective and the goal is to develop their contributions for the service strategic analysis. On one hand, it shows the operations vision in relationship to the client
more » ... the process standardization and the production capacity. On the other hand, it shows the economic vision and it takes into consideration three perspectives: i) the main process involved, if concentrated on people, physical goods, or information; ii) the relationship with the client and the grade of standardization and professional capacity; iii) the degree of capital intensity and scale. As a result, it proposes an integration matrix based on three variables: capital intensity, scale and client's contact.
doi:10.12660/joscmv6n1p55-73 fatcat:xm7adhqcjjeodbnnt3nbiqgv54