Can service processes be classified in a meaningful way? This paper proposes a new typology for service processes, analogous to those used in manufacturing. It notes the unified terminology for manufacturing processes facilitates the sharing of ideas. The service literature lacks a similarly powerful model and the author proposes that by classifying these processes there will be a cross‐fertilization of ideas and to an understanding of the management methods and techniques appropriate to each service type. The service typology suggested uses six dimensions for service classification, correlating customer volume processed per business unit per day with each dimension. The three service processes, professional service, service shop and mass service, give rise to different management concerns, and that service strategy, control and performance measurement will differ significantly between the three. This new model of service typology will provide better understanding of the management methods and techniques that will be useful in specific contexts. This also will impact service strategy, control and performance measurement as they differ significantly between all three types.
As an article in the International Journal of Service Industry Management, this paper fits well with the journal's focus on developing effective management methods in the service sector. By developing a classification system for service processes, the paper is trying to provide guidance for managers and improve the effectiveness of service industries.