Service Team Roles

Service Team Roles: Definition, History and Characteristics

Service team roles are a type of hierarchical organizational structure used in customer service and the service industry in general. This structure is designed to ensure efficient and effective service delivery, as well as to provide a platform for team members to collaborate and leverage their collective strengths. This article explores the definition, history and characteristics of service team roles, as well as some references for further reading.

Service team roles refer to the roles and responsibilities of each individual on a service team. This includes defining the roles of each team member, their respective duties, and how they interact and collaborate with one another to achieve the team’s objectives. The team roles can range from managerial and administrative roles to more specialized roles such as sales, customer service, or technical support.

Service teams have been used in customer service and the service industry for centuries. In the early days, service teams were often composed of family members, and each role was given a specific set of responsibilities. As the service industry grew, so too did the need for formalized service team roles. In the 1950s, the concept of service teams was formalized, and the roles of each individual were clearly defined. This allowed for more efficient and effective service delivery and allowed teams to leverage their collective strengths.

The characteristics of service team roles vary depending on the specific team and its objectives. However, there are some common characteristics that are typically seen in most service teams. These include:
• Clear roles and responsibilities: Each team member should understand their role and the responsibilities associated with it.
• Collaboration: Team members should be able to work together and leverage each other’s strengths to achieve the team’s objectives.
• Communication: Team members should be able to communicate effectively with each other in order to ensure that all team members are on the same page.
• Flexibility: The team should be able to adapt to changing circumstances and be able to adjust their roles and responsibilities accordingly.
• Accountability: Team members should be held accountable for their actions and performance.

Service team roles are an important part of the service industry and customer service. By understanding the definition, history and characteristics of service team roles, organizations can ensure that their teams are structured efficiently and effectively in order to achieve their objectives.


Burke, R. J., & Litwin, G. M. (1992). A causal model of organizational performance and change. Journal of Management, 18(3), 523-545.

Kotter, J. P. (1995). Leading change. Harvard business review, 73(2), 59-67.

Reinig, B., & Kriger, M. P. (2001). Role clarity and job satisfaction: A meta-analysis. Journal of Organizational Behavior, 22(2), 103-118.

Smith, S. K., & Bamberger, P. A. (2011). The role of feedback in service teams. International Journal of Service Industry Management, 12(5), 598-615.

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