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Service design

About: Service design is a research topic. Over the lifetime, 15471 publications have been published within this topic receiving 369670 citations.


Papers
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Journal ArticleDOI
TL;DR: The attainment of quality in products and services has become a pivotal concern of the 1980s as discussed by the authors, while quality in tangible goods has been described and measured by marketers, quality in services is la...
Abstract: The attainment of quality in products and services has become a pivotal concern of the 1980s. While quality in tangible goods has been described and measured by marketers, quality in services is la...

16,185 citations

Journal ArticleDOI
TL;DR: In this article, a service quality model based on test of a sample of business executives, which describes how the quality of services is perceived by customers, is proposed, in which functional quality is seen to be a very important dimension of a perceived service.
Abstract: Proposes to develop a service quality model, based on test of a sample of business executives, which describes how the quality of services is perceived by customers. Looks at its marketing implications, in which functional quality is seen to be a very important dimension of a perceived service. Concludes that quality dimensions are interrelated and that the importance of image should be recognised.

6,179 citations

Journal ArticleDOI
TL;DR: In this article, a multiple-item scale (E-S-QUAL) is proposed for measuring the service quality delivered by a service provider. But, the scale is based on the means-end framework.
Abstract: Using the means-end framework as a theoretical foundation, this article conceptualizes, constructs, refines, and tests a multiple-item scale (E-S-QUAL) for measuring the service quality delivered b...

3,410 citations

Journal ArticleDOI
TL;DR: The authors argue that value is fundamentally derived and determined in use -the integration and application of resources in a specific context, rather than in exchange, embedded in firm output and captured by price.

2,861 citations

Journal ArticleDOI
TL;DR: In this paper, the authors review and synthesize the literature about service quality delivery through Web sites, describe what is known about the topic, and develop an agenda for needed research.
Abstract: Evidence exists that service quality delivery through Web sites is an essential strategy to success, possibly more important than low price and Web presence. To deliver superior service quality, managers of companies with Web presences must first understand how customers perceive and evaluate online customer service. Information on this topic is beginning to emerge from both academic and practitioner sources, but this information has not yet been examined as a whole. The goals of this article are to review and synthesize the literature about service quality delivery through Web sites, describe what is known about the topic, and develop an agenda for needed research.

2,520 citations


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Performance
Metrics
No. of papers in the topic in previous years
YearPapers
2023101
2022210
2021292
2020318
2019410
2018416