This paper attempts to extend our understanding of service operations in the advent of virtual services. Through analysis of the central aspects of the service delivery process and extant service classification literature, the paper introduces a service provider-customer input - based service classification. Empirical breakdown of a number of service processes to their constituent parts suggests that for a service classification to be complete it ought to consider the actions and input of the service provider and of the customer. Additionall y, it is suggested that there are different variants of information - in tensive ser vices. The findings point towards emergent high-potential research are as in service operations management.
KeywordsService Delivery ProcessService ClassificationInformation Intensive Service Operations
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