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Skaggs, B. C., & Huffman, T. R. (2003). A Customer Interaction Approach to Strategy and Production Complexity Alignment in Service Firms. Academy of Management Journal, 46, 775-786.
https://doi.org/10.5465/30040668

has been cited by the following article:

• TITLE: Insights from Architectural Elements of a Service Transformation Process— A Literature Review

  AUTHORS: Githii Michael Wainaina

  KEYWORDS: Service Transformation Process, Information Intensive Services, Operations Management, Classification

  JOURNAL NAME: Journal of Service Science and Management, Vol.15 No.3, June 30, 2022

  ABSTRACT: The transformation process is at the centre of the wider discipline of operations management. But whilst it is widely studied from both manufacturing and service perspectives, very few studies look at the underpinning relationships amongst its constituent parts. This paper seeks to enrich our understanding of linkages between customer input, service delivery system, and the service concept through a review of service operations management literature. The traditional service classification dimensions/theories are evaluated in light of the emergent information intensity aspect of virtual services. The emergent tentative insights are summarised in a conceptual framework.