Integrative Service Taxonomy and Business Strategies Formulation: 4P Model with Open System and Modularization Approaches

摘要

In many countries including Taiwan the output of service sector has exceeded 70% of GDP (Gross Domestic Production). It is worthwhile to investigate the insight of service and find the method to develop business strategy for service firms. This study adopts open system concept to identify 4 dimensions of service. Then via literature reviews 3 attributes are identified for each dimension. The combination of attributes forms 81 service modules, with which a service firm offering multiple services can integrate them to formulate the business strategy by using the managerial implications of the attributes. The MTMM (Multi-trait Multi-method) tool is used to show the integrative classification approach developed in this study is more effective than the previous approaches.