HETEROGENEITY OF THE SERVICES REDUCTION APPROACHES


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

Keywords: service operations management, heterogeneity, variations

Heterogeneity is an inherent feature of the services and it is associated with the potential of differences in their delivery. Heterogeneity reflects the variation in results of operations in the provision of two identical services. The article aims to suggest approaches to reduce heterogeneity in the service obtained. To that end, variations in the parameters of the operating system that lead to heterogeneity in the final product examined and analyzed. Based on this research by applying the strategies for reduction or accommodation of the variations in the operations system, methods for impact on the different types of variations are suggested. The consequences of their use for the service organization and customers are assessed. 

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