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Showing papers on "Service level objective published in 1992"


Journal ArticleDOI
TL;DR: In this article, the authors propose a model analogous to the production process model, which has achieved such universal recognition in the world of manufacturing, and suggest that the volume of customers processed per business unit per day correlates with six classification dimensions develo...
Abstract: Over the years manufacturing managers have been unified by their acceptance of certain terminology to describe generic production processes. This has facilitated the sharing of ideas and management techniques and the development of our understanding of process choice implications on manufacturing strategies. In the service literature, no process model has been so powerful or pervasive as the manufacturing model. Postulates that a service typology which transcends narrow industry boundaries may lead to some cross‐fertilization of ideas and to an understanding of the management methods and techniques appropriate to each service type. Proposes a model analogous to the production process model, which has achieved such universal recognition in the world of manufacturing. Just as production volume is used in the latter model 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 develo...

583 citations


Journal ArticleDOI
TL;DR: In this paper, the authors present the results of an exploratory study on customer perceptions of service quality in travel agencies, using data collected from 277 respondents, and identify six factors that explain service quality.
Abstract: This article presents the results of an exploratory study on customer perceptions of service quality in travel agencies, using data collected from 277 respondents. Six factors that explain service quality are identified. In order of importance, these factors are corporate image, competitiveness, courtesy, responsiveness, accessibility, and compe tence. Implications for developing marketing strategy and controlling service quality are given.

240 citations


Journal ArticleDOI
TL;DR: In this paper, an instrument based on the quality dimensions and the SERVQUALquestionnaire developed by Berry, Parasuraman and Zeithaml was developed to measure the service quality delivered.
Abstract: Service quality is becoming an important issue for Dutch car service firms. In order to measure the service quality delivered develops an instrument based on the quality dimensions and the SERVQUAL questionnaire developed by Berry, Parasuraman and Zeithaml. Describes the building and testing of the instrument. The outcome of the research is that the instrument is easily applicable for Dutch garage firms. However, in contrast with the five SERVQUAL dimensions, the customers in the Dutch car service firms only distinguish three dimensions to judge the delivered quality, one of which appears to be totally specific to this sample. The three dimensions found in the research in car service firms are: customer kindness, tangibles, and faith. Only customer kindness contributes directly to the measured service quality.

216 citations


Journal ArticleDOI
TL;DR: In this paper, the assessment of service quality as perceived by consumers is examined, and the authors identify and rank the attributes for good and poor quality of five selected types of services: physician service, retail banking, auto maintenance, college/university, and fast food.
Abstract: Examines the assessment of service quality as perceived by consumers. Identifies and ranks the attributes for good and poor quality of five selected types of services. The five types of services considered in this study are physician service, retail banking, auto maintenance, college/university, and fast food. The findings indicate that consumers have well‐conceived ideas about service quality, and that certain quality attributes are considered important for most types of services. Interestingly, finds that some attributes seem to have effects similar to Herzberg′s hygiene factors, i.e. the absence of certain attributes may lead consumers to perceive service quality as poor. However, the presence of these attributes may not substantially improve the perceived quality of the service. Also suggests that most customers would be willing to trade some convenience for a price break, and that the behaviour, skill level and performance of service employees are key determinants of perceived quality of services. Th...

179 citations


Journal ArticleDOI
TL;DR: In this paper, the role of customer service encounters with service employees within a comprehensive model of customers' assessments of service quality and value is investigated, and it is estimated with survey data that describe small business customers' ratings of a local telephone company.
Abstract: Although marketers believe that encounters with service employees are a major determinant of customers' perceived service quality and value, there is little empirical evidence that quantifies this relationship. This paper considers the role of employee service encounters, such as repair visits and sales calls, within a comprehensive model of customers' assessments of service quality and value. It is estimated with survey data that describe small business customers' ratings of a local telephone company. In contrast with marketing folklore, most employee service encounters do not affect perceived service quality, but they have a strong effect on perceived service value. By quantifying the effect of sales calls, repair visits, billing contacts and so forth, we find that service encounters frequently do not compensate for service failures and disruptions.

127 citations


Journal ArticleDOI
TL;DR: In this article, the authors define rites of integration as planned social interactions that have the objective of achieving "a temporary sense of closeness" between customers and service providers, and argue that such rites help to establish the appropriate level of psychological involvement or the appropriate degree of psychological closeness between the service provider and the customer.
Abstract: We propose that service encounters the interaction between customers and employees can be conceptualized, and managed, as rites of integration. Rites of integration are defined as planned social interactions that have the objective of achieving "a temporary sense of closeness" between customers and service providers. We argue that such rites help to establish the appropriate level of psychological involvement or the appropriate degree of psychological closeness between the service provider and the customer. Psychological involvement facilitates a the sharing of information by customers and employees that is necessary for service production and b the favorable evaluation, by customers, of the service delivery process. We describe and give examples of different types of rites that result in varying levels of involvement. We conclude by offering propositions for the consequences associated with customers having their expectations of involvement confirmed or disconfirmed. These consequences include the importance of a "zone of indifference" around individual expectations of levels of involvement and the negative effects of too much closeness between the employee and customer.

115 citations


Journal ArticleDOI
TL;DR: In this paper, the authors consider situations where the main encounter is the interaction between the facility and the customer, and argue that congruent facilities are those that can succeed in integrating these competing perspectives.
Abstract: Notes how service encounters have tended to be viewed as an interaction between service providers and service customers. Examines situations where the main encounter is the interaction between the facility and the customer. Considers different perspectives for planning service facilities – operational, locational, atmospheric/image, consumer use, contact personnel. Argues that congruent facilities are those that can succeed in integrating these competing perspectives.

95 citations


Journal ArticleDOI
TL;DR: It is proposed that the use of some key ideas from statistical control thinking can improve service quality and provides excellent information for creating a true customer‐centred approach to service delivery.
Abstract: Postulates that the use of some key ideas from statistical control thinking can improve service quality. Explores the identification and analysis of gaps in perceptual differences between service customers and service providers as a way of adopting a statistical control philosophy in a service environment. Argues that such a method provides excellent information for creating a true customer‐centred approach to service delivery, being practical, simple in operation and useful for both immediate and long‐term strategic impact.

68 citations


Journal ArticleDOI
TL;DR: In this article, the authors identify the most important logistics service attributes in business-to-business settings and compare them across industries in terms of the attributes considered most important by customers.
Abstract: A “world class” organization must provide high levels of logistics service quality to customers. Knowledge of customer expectations and an understanding of the firm's performance on logistics service attributes relative to competitors are vital to achieving service excellence. Research studies in four industries identify the most important logistics service attributes in business‐to‐business settings. There is consistency across industries in terms of the attributes considered most important by customers. Typically, vendors within an industry do not perform up to customer expectations, which provides the opportunity for a firm to gain a competitive advantage over industry rivals.

66 citations


Journal ArticleDOI
TL;DR: In this paper, a distinction is drawn between definitional, measurement, and management aspects of the service function, and a model regarding relationships between company descriptors, customer service, and organizational performance is proposed.

59 citations


Journal ArticleDOI
TL;DR: In this article, the authors focus on seven key operational issues that may be critical to achieving a productive and smoothly running service operation and the ideal strategy is one that achieves synergy between marketing and operational objectives.

Journal ArticleDOI
Tony Rands1
TL;DR: Several aspects of service management are explored, including the nature of service products, customer-supplier contact, the design of service delivery systems, and measuring and achieving service quality.
Abstract: Research into service management has revealed concepts and ideas which may be usefully applied in other management settings. In order to evaluate their potential relevance to managing information technology (IT), several aspects of service management are explored, including the nature of service products, customer-supplier contact, the design of service delivery systems, and measuring and achieving service quality.

Journal ArticleDOI
TL;DR: In this paper, a process model based on current service sector paradigms and more traditional statistical quality control techniques from manufacturing management is proposed for transportation quality control concepts from manufacturing into services on a selected basis.
Abstract: The world is moving into a services industry environment which is evidencing many of the same productivity and quality issues associated with manufacturing during the past two decades. Quick fixes using qualitative approaches have not been universally successful and some have advocated a more quantitative direction. Proposes a middle ground incorporating both ideas. Reports the development of a process model based on current service sector paradigms and more traditional statistical quality‐control techniques from manufacturing management. Details a test of the proposed model in the travel agency industry with results generally confirming the potential for transporting quality‐control concepts from manufacturing into services on a selected basis. While the heterogeneity of services may constrain and even preclude direct application of the process‐control approach in all cases, the five‐step plan proposed may prove to be a useful tool for service management across diverse businesses.


Journal ArticleDOI
TL;DR: In this article, the authors report the results of a pilot survey which examines the quality of service given to customers at pre-selected branches of a major UK clearing bank and identify a number of discernable inconsistencies or gaps between what bank staff said on being interviewed and what was observed.
Abstract: This paper reports the results of a pilot survey which examines the quality of service given to customers at pre-selected branches of a major UK clearing bank. A number of discernable inconsistencies or gaps are identified between what bank staff said on being interviewed and what was observed. Directions for future research are indicated.

Book
10 Aug 1992
TL;DR: The philosophy of service/customer first approaches the political process analysis of needs the organization of services the service relationship as discussed by the authors, which is the basis for our own philosophy of Service/Customer.
Abstract: The philosophy of service/customer first approaches the political process analysis of needs the organization of services the service relationship.

Journal ArticleDOI
TL;DR: How two companies measure the payback from improved service can lead to greater sales and profits is shown.
Abstract: Will enhanced levels of service automatically lead to greater sales and profits? Here's how two companies measure the payback from improved service.

Journal ArticleDOI
TL;DR: In this article, the authors present an incentive mechanism for encouraging appropriate levels (and mixes) of service quality for telephone service quality, which is an important but understudied aspect of industry performance.

Journal ArticleDOI
TL;DR: In this paper, a study of the relation of face-to-face role sending between client and service provider, described as client-interaction need (CIN), is presented.
Abstract: Face‐to‐face role sending between client and service provider, described here as client‐interaction need (CIN), is more extensive and crucial in some service situations than in others. Reports a study of the relation of CIN to the task uncertainty and certain aspects of formalization which surround the activities of core service providers in three types of service organizations. As task uncertainty increased, service providers reported a greater emphasis on rules and procedural specification surrounding their interactions with clients. These relations became stronger as CIN increased.

Journal ArticleDOI
TL;DR: ICI Plastics set up their own measurement system to measure their "In Full On Time" philosophy as discussed by the authors, which is now a combination of manual and automatic recording, and customer service has been monitored, performance has improved as a result of being able to identify the cause of low service levels.
Abstract: ICI Plastics set up their own measurement system to measure their “In Full On Time” philosophy. This is now a combination of manual and automatic recording. Over the three years customer service has been monitored, performance has improved as a result of being able to identify the cause of low service levels.

Journal ArticleDOI
TL;DR: In 1991, American Express Bank launched a global service quality measurement program as mentioned in this paper, which quantifies timeliness and accuracy of key banking services from a client perspective, the program has provided valuable input toward enhancing client service levels.
Abstract: In 1991 American Express Bank launched a global service quality measurement program. Quantifying timeliness and accuracy of key banking services from a client perspective, the program has provided valuable input toward enhancing client service levels. Program automation and ongoing quality reporting are now helping the bank deliver consistent, superior service worldwide.

Journal ArticleDOI
TL;DR: This article argued that at the heart of service distinction is human interaction and personalization, and that in order to "invent" legendary service, companies must work particularly at ensuring that the customer leaves with positive memories after finishing dealing with the business.
Abstract: Offers a personal commentary considering the real essence of good service. Argues that at the heart of service distinction is human interaction and personalization. Considers a range of examples from personal life experience. Recommends that in order to “invent” legendary service, companies must work particularly at ensuring that the customer leaves with positive memories after finishing dealing with the business.

Book
18 Nov 1992
TL;DR: In this paper, the authors discuss the challenges of building inventories of Flexible Service-Supplier Skill Basic Operating Policy: Service versus Commodity Planning/Forecasting to Meet Service Demand Lead Time, Cost Breaks and Inventory Control in Service Operations Work Load Modeling, Setting Priorities and Locating Bottlenecks Discovering Service Quality Roles, Skill Level and System Design as Foundations of Service Quality Objective Dimensions of Service quality Measuring Service Quality Building a Service Quality Measuring service quality Building a service culture: Selecting and Training Service-Givers The
Abstract: Preface Service: The Customization Imperative Commodity and Service Aspects of Some Common Services, Contrasted Effective Service Delivery Capacity for Service: The Fundamental Strategic Challenge Building Inventories of Flexible Service-Supplier Skill Basic Operating Policy: Service versus Commodity Planning/Forecasting to Meet Service Demand Lead Time, Cost Breaks and Inventory Control in Service Operations Work Load Modeling, Setting Priorities and Locating Bottlenecks Discovering Service Quality Roles, Skill Level and System Design as Foundations of Service Quality Objective Dimensions of Service Quality Measuring Service Quality Building a Service Culture: Selecting and Training Service-Givers The Economics of Service Pricing Government Reform as Metaphor for the Service, Revolution Conclusion: Now, As We Enter the Service Era Selected Bibliography

Journal ArticleDOI
TL;DR: In many ways, service now occupies the status of "motivation" as defined by Frederic Herzberg (1968) in his classic article "One More Time: How Do You Motivate Employees?" Anxious for quick answers to a complex issue, many managers enthusiastically greet new quick fixes as mentioned in this paper.

Book
01 Jul 1992
TL;DR: Field Service Management (FSM) as mentioned in this paper provides strategies for building quality and adding value to the customer-vendor relationships through effective field service, and is a well-known field service management technique.
Abstract: "Field Service Management" provides strategies for building quality and adding value to the customer-vendor relationships, through effective field service.

Proceedings ArticleDOI
14 Jun 1992
TL;DR: The development and implementation of the name and number delivery of a caller-ID service and the service trial test results and market environment for the service are described.
Abstract: The development and implementation of the name and number delivery of a caller-ID service are reviewed. The process of identification of customer needs and implementation of the requirements is discussed. The service trial test results and market environment for the service are described. >

Journal ArticleDOI
TL;DR: In this paper, the authors highlight the advantages and disadvantages of service specifications, highlighting the point that measurement of service quality is no longer possible by comparing output to specifications, but only by asking the customer for their perceived quality.
Abstract: Details the advantages and disadvantages of service specifications, highlighting the point that measurement of service quality is no longer possible by comparing output to specifications, but only by asking the customer for their perceived quality. Identifies the components of service quality and following on from these, the creation of service specifications. Looks at the possible solutions to the problems of specifications, which can come from quality managers, marketing managers and top management.

Journal ArticleDOI
TL;DR: In this paper, the authors provide a framework to identify areas ripe for the implementation of IT to enhance and improve customer service, based upon the examination of the existing service delivery system of an organization and how applications of IT might change the interfaces among the various players (customers, employees, etc.) in the service delivery systems.
Abstract: More and more organizations are seeking innovative ways to use information technology (IT) for strategic advantage. One way to gain this competitive edge is by differentiating the services provided to customers. This paper provides a framework to identify areas ripe for the implementation of IT to enhance and improve customer service. The framework is based upon the examination of the existing service delivery system of an organization and how applications of IT might change the interfaces among the various players (customers, employees, etc.) in the service delivery system. Further, examples are presented to illustrate how some organizations have achieved superior service quality by creatively utilizing simple IT tools.

Journal ArticleDOI
TL;DR: It is shown how utility and 1 decision theory is applied to develop a service-level index (SLI) to judge the quality of delivered computing service to help evaluate computing service quality and guide system tuning and load balancing efforts in a mainframe computing environment under the UNIX ® operating system.

Proceedings ArticleDOI
01 Dec 1992
TL;DR: “Work Flow Simulator” is introduced to precisely evaluate the work-flow-dependent response time as an example of MOSQ by computer simulation, and the possibility of improving the process is shown.
Abstract: This paper describes a new method of evaluating “customer service quality” proposed for service provisioning process in the telecommunications field. This method is based on a new concept called measures of customer service quality (MOSQ). Next, “Work Flow Simulator” is introduced to precisely evaluate the work-flow-dependent response time as an example of MOSQ by computer simulation. The telephone service provisioning process is evaluated using this simulator, and the possibility of improving the process is shown.