... and measurement frameworks. This paper provides a nuanced understanding of what engagement intensity is and how it unfolds on different network levels. Design/methodology/approach This conceptual study draws from a literature review and offers a comprehensive classification scheme of AE intensity...

... Methodology Classification Service research has evolved over several decades (Berry and Parasuraman, 1993) in an attempt to become a research discipline in its own right. From its beginnings in the 1970s and the landmark Journal of Marketing article on services by Lynn Shostack (1977...

... of interaction (generalized from “contact”) and customization on one axis and the degree of labour intensity on the other. Wemmerlőv (1990) more recently proposed a classification scheme where the variables of differentiation are the degree of routinization of the process, the“object” of the service process...

... to integrate a wide range of production process dimensions, so suggests that the volume of customers processed per business unit per day correlates with six classification dimensions developed from the service operations literature. Proposes that the three types of service process,professional service, service...