Towards a typology of professional service operations: Implications for quality management

Tejasav Kalra, Paul D Cousins

Research output: Contribution to conferencePaper

Abstract

Professional services are increasingly being procured and produced around us. Managing their quality, however, is not as easy as it may seem. Our thesis is that quality management of pure services needs to be approached with the same rigour, but a different approach from that of manufacturing operations. Drawing on extant literature, we develop an operational definition of professional service operations (PSO) by identifying the sources of homogeneity across various professional services. Furthermore, by identifying the sources of heterogeneity, we develop a typology of PSOs. Finally, we propose a conceptual framework for managing quality of the complex professional services.
Original languageEnglish
Number of pages10
Publication statusPublished - 19 Apr 2016
Event23rd EurOMA Conference - Trondheim (Norway)
Duration: 17 Jun 201622 Jun 2016

Conference

Conference23rd EurOMA Conference
Period17/06/1622/06/16

Keywords

  • Professional Services
  • quality management
  • Conceptual Paper
  • service operations management

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  • Cite this

    Kalra, T., & Cousins, P. D. (2016). Towards a typology of professional service operations: Implications for quality management. Paper presented at 23rd EurOMA Conference, .