Purpose ¿ This paper aims to propose a framework that can be used for analysing services in the automotive industry. Design/methodology/approach ¿ Existing categorisation schemes for services are investigated and evaluated in terms of their applicability to services in the automotive industry. Findings ¿ Services categorisation schemes are grouped under eight service paradigms, expressing the understanding that various authors had about services in different times and contexts. Research limitations/implications ¿ The remarks are limited to the automotive industry. Practical implications ¿ The paper suggests services classification schemes, which can be effectively applied to automotive services in order to generate valuable managerial insights. Originality/value ¿ This paper provides an overview over multiple services categorisation schemes existing in the literature.
|Number of pages||34|
|Journal||The International Journal of Quality and Reliability Management|
|Publication status||Published - 2011|