Functional scheme of decisions in service operations management

Author: Yulia Yorgova, PhD Chief. Assist. (Burgas Free University)

Keywords: services, operation management, service process, capacity, personnel, customers, quality, inventory

Тhе paper examines the fundamental characteristics of services and the final scheme of service operations management from an operational management perspective, drawing а parallel with actual material production. Тhе paper suggests а functional decision-making framework in service operations management. It also reveals the specifics of decisions in service operations in the following areas: service processes, capacity, personnel, customers, quality and inventory.

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