Schmenner (R. Edward Schmenner)

R. Edward Schemenner developed a classification system for service jobs based on their operational characteristics. He identified five categories: "The Tom Peters model" (high customization and customer contact), "service factory" (standardized services with low customer contact), "service shop" (moderate customization and contact), "mass service" (large volume, low customization), and "professional service" (high customization, high expertise). These categories help businesses understand how to manage operations efficiently, tailor customer experiences, and design workflows suited to their service type, ultimately improving service quality and efficiency.