Resumen de Interfaces between servant processes and service classification

Adriano Lopes, Kléber Cavalcanti Nóbrega, Luciana Gondim de Almeida Guimarães

• In this paper, a theoretical approach was developed to analyze servant processes’ characteristics in different types of services, as professional, shop and mass services. Facilitator, responsiveness, flexibility, customer focus and tend to be higher in professional services. Responsiveness and simplicity tend to be higher in mass services while only responsiveness is highlighted on service shops.