The document classifies services into four categories based on what is processed (people or objects) and the nature of the process (tangible or intangible actions): 1) People processing - Customers must physically enter the system and actively cooperate with service operations. Managers must consider non-financial costs to customers. 2) Possession processing - Customers are less physically involved, typically just requesting or paying for the service to restore their possessions. The goal is a satisfactory solution to the stated problem. 3) Mental stimulus processing - Services that interact with people's minds which can shape attitudes and influence behavior. Strong ethics are required due to potential for manipulation. 4) Information processing - The most

1. Amity Business School MBA Class of 2010, Semester III Classification of Services Prof. P K Bansal

4. Strategic Classification