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Aspects of Operations Management of Services

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 of the operations system. In operations management of services, transformation and support subsystems can be combined on one component – back-office system, and people as a resource should be front-office system. There is a relationship among the components of the operations system and Albrecht's service triangle components and on that base is proposed integration of models and approaches among customer, back-office system, and front-office system. It is substantiated that for the front-office system there are developed several management models, unlike the back office-system. It is considered that further investigation should be made in the back-office system, and its relationship with front-office system and customer.