The objective of the paper is to analyze aspects of operations management of services, and on this basis to develop guidelines for further investigations. There are differences between services and goods in terms of marketing, but from a production point, the differences are only at the output...

This paper focuses on the perception gaps between front office and back office, which are tightly connected according to theoretically constructed service pyramid model. It is believed the connection between front and back office has domino effect on the way front office treats customers. In...