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Parasuraman, R., & Riley, V. (1997). Humans and Automation: Use, Misuse, Disuse, Abuse. Human Factors: The Journal of the Human Factors and Ergonomics Society, 39, 230-253.
https://doi.org/10.1518/001872097778543886

has been cited by the following article:

• TITLE: Information-Intensive Operations-Based Service Process Classification

  AUTHORS: Githii Michael Wainaina

  KEYWORDS: Service Delivery Process, Service Classification, Information Intensive Service Operations

  JOURNAL NAME: Journal of Service Science and Management, Vol.15 No.3, June 28, 2022

  ABSTRACT: This paper attempts to extend our understanding of service operations in the advent of virtual services. Through analysis of the central aspects of the service delivery process and extant service classification literature, the paper introduces a service provider-customer input-based service classification. Empirical breakdown of a number of service processes to their constituent parts suggests that for a service classification to be complete it ought to consider the actions and input of the service provider and of the customer. Additionally, it is suggested that there are different variants of information-intensive services. The findings point towards emergent high-potential research areas in service operations management.