Showing papers on "Service level objective published in 1993"
TL;DR: In this article, a simple index which can be applied to ordinal or cardinal data and will provide a convenient aggregate summary of the extent to which a product or service meets consumer expectations is proposed.
Abstract: The intangibility of services presents a number of problems for the measurement of quality and customer satisfaction. Proposes a simple index which can be applied to ordinal or cardinal data and will provide a convenient aggregate summary of the extent to which a product or service meets consumer expectations. The index, though simple, is robust, and is applied to the problem of analysing the quality of banking services provided to small firms in the United Kingdom.
334 citations
TL;DR: In this paper, a new method for capturing the customer's zone of tolerance for service quality is proposed, which is interpreted as a kind of inertia regarding behavioral responses to disconfirmation of expectation.
Abstract: Focuses on proposing a new method for capturing the customer′s zone
of tolerance for service quality. Interprets the zone of tolerance as a
kind of inertia regarding behavioural responses to disconfirmation of
expectations. Gives a predicted example in which adequate and desired
expectations are operationalized by conjoint analysis. Explores the
relationship between expectations, service quality, and service value.
Gives examples of the kinds of result which one can obtain using the
proposed method.
240 citations
TL;DR: In this paper, the authors report the results of a study on service quality in a professional service, higher education, using the notion of gaps as presented in the Parasuraman, Zeithaml and Berry model of service quality.
Abstract: The emphasis on providing quality service has become an over-riding concern of the 1980s To date, most of the research has been on ways to classify, conceptualize and measure service quality in for-profit organizations This paper reports the results of a study on service quality in a professional service, higher education The report uses the notion of gaps as presented in the Parasuraman, Zeithaml and Berry model of service quality
126 citations
TL;DR: In this article, the authors present definitions and determinants of service quality together with a review of a number of research projects, completed in the Manchester School of Management, which focus on the measurement of services quality.
Abstract: Concerns customer service/quality in service sector organizations. Presents definitions and determinants of service quality together with a review of a number of research projects, completed in the Manchester School of Management, which focus on the measurement of service quality. Describes assessments which have been carried out in several industries, considering the opinions of managers, employees and external customers, and provides evidence of various service quality gaps. The final section comprises a discussion of some of the problems relating to the rating scales/measurement techniques used, and emphasizes the caution which is necessary in interpretation of research data. Concluding comments address the continuing research agenda.
107 citations
Book•
15 Jun 1993
TL;DR: In this paper, the authors present a framework for service creation and delivery, including service creation, service design, and service interaction, as well as service quality and service satisfaction guaranteed.
Abstract: Establishing a framework for service creation and delivery - Introducing services Understanding organizations Service design Service setting Managing customer and service interaction - Service quality Service encounter Service employees Managing demand and supply Service communications Controlling service delivery - Performance measurement Monitoring and evaluating the service Satisfaction guaranteed.
90 citations
Book•
01 Mar 1993
TL;DR: An integrated approach to after-sales support is presented in this article, where the authors present an analysis pattern for after-sale support organization and survey of after-Sale support organizations.
Abstract: An integrated approach to after-sales support. The role of field service. Corporate strategy and service management. Developing the service planning and information systems. Designing the service organizational structure. Auditing field service performance. Application and results, a case study. Appendices: Presentation of analysis pattern for after-sale Support organization Survey of after-sale support organizations Presentation of the sample firms Forecasting and methods for expressing needs for parts.
80 citations
TL;DR: The use of the value chain concept suggested by Porter as a tool in establishing service operations strategy and the revised model for examining resource allocation using a resource activity mapping technique within a workshop environment are described.
Abstract: This explores the use of the value chain concept suggested by Porter as a tool in establishing service operations strategy. The original model has been adapted to emphasise the operational context to produce a framework for considering service delivery to meet strategic objectives. The use of the revised model for examining resource allocation using a resource activity mapping technique within a workshop environment is described.
79 citations
TL;DR: In this article, the importance of outcome criteria, as opposed to more commonly dis-cussed process criteria, is examined in a professional service context, and a procedure that professional service firms can use to develop their own measures of service quality is presented.
Abstract: Results of a study designed to determine what specifi- cally constitutes service quality in a commercial architectural design context are used to illustrate a procedure that professional service firms can use to develop their own measures of service quality. The importance of outcome criteria, as opposed to more commonly dis- cussed process criteria, is also examined in a professional service context.
70 citations
TL;DR: The entire service planning and delivery process can be geared consistently to the needs of customers and the goals of problem prevention and customer satisfaction.
Abstract: States that customer satisfaction is the ultimate goal of total quality management efforts in the service sector and that an essential prerequisite in achieving this goal is the detection and prevention of problems which the customer encounters in the service consumption process. Proposes that an instrument is needed which will enable management to gather customer problem information comprehensively and use it as a tool for quality control, planning and service innovation. Presents Service Problem Deployment as a tool which provides a framework for the fulfilment of this task. Defines Service Problem Deployment as a planning and communication system for cross‐functional teams applying a specific set of matrices principally known from the Quality Function Deployment approach. Posits that, as a result of Service Problem Deployment, you can expect the entire service planning and delivery process to be geared consistently to the needs of customers and the goals of problem prevention and customer satisfaction.
70 citations
TL;DR: One of these methods is a traditional approach to the task, while the other, by using modified customer arrival rates, offers a better means of accounting for the multi-period impact of customer service.
63 citations
TL;DR: This paper studies the capacitated facility siting problem with multiple levels of backup coverage in the public sector, formulated as a mathematical program; an efficient solution procedure is developed and computational experiments are reported.
Abstract: In many service systems, the primary objective is to provide continuous service and/or service within a prespecified time interval. In the public sector, emergency service systems fit into this category. In the private sector, systems providing repair service to critical production facilities and computers constitute another example. In these systems, the concept of multiple service facilities providing backup to each other becomes an important element in the design process. In this paper, we study the capacitated facility siting problem with multiple levels of backup coverage. The problem is formulated as a mathematical program; an efficient solution procedure is developed and computational experiments are reported.
TL;DR: In this paper, the role of the mood state that one brings to a service encounter and its effect on behavior is examined, and a broad overview of both mood effect and service encounter literature is presented.
Abstract: Examines the role of the mood state that one brings to a service encounter and its effect on behaviour. Provides a broad overview of both mood effect and service encounter literature to arrive at a set of propositions linking the two. Offers implications for services marketers and directions for further research.
TL;DR: In this paper, the authors attempted to ascertain the views of clerical staff in a major UK clearing bank on the quality of customer service within the retail branch network by a field survey together with a series of focus group discussions undertaken to address four specific issues.
Abstract: Attempts to ascertain the views of clerical staff in a major UK clearing bank on the quality of customer service within the retail branch network by a field survey together with a series of focus group discussions undertaken to address four specific issues: what did clerical staff understand by the term “a quality customer service?”; what were their views on the actual quality of service given to external customers?; what were their views on the actual quality of service given by the bank to its own staff (i.e. internal customers)?; and, finally, what did they believe to be the main causes of poor service both to external and internal customers?
TL;DR: In this paper, empirical evidence is presented to suggest that, by and large, UK life insurance salespeople fail to be client-driven in their approach to customer service, and that there is insufficient attention given to the nature of exchanges between service provider and purchaser by these staffs.
Abstract: This article details empirical evidence to suggest that, by and large, UK life insurance salespeople fail to be client-driven in their approach to customer service. Furthermore, there is insufficient attention given to the nature of exchanges between service provider and purchaser by these staffs. Therefore, by implication, there is a deficit in relationship marketing implementation at the service encounter and workbench level.
TL;DR: In this article, the authors argue that the focus for study must then be measuring the total service ex- perience from the (internal) customer's point of view, and suggest a new experience-based method for generating qualitative aspects of service experiences.
Abstract: In this article we argue that there is a great need in service quality research to develop better procedures for collecting, selecting and interpreting data on service quality. We argue that such a proce- dure should be qualitative in nature rather than quantitative. The focus for study must then be measuring the total service ex- perience from the (internal) customer's point of view. We suggest a new experience-based method for generating qualitative aspects of service experiences. With these qualitative aspects we have a base for measuring service quality. This is illustrated in two case studies of industrial development services.
Book•
01 Apr 1993
TL;DR: In this paper, the authors present a case study of SLA-SLA follow-through and SLA pay-off in the context of service level agreements in construction management.
Abstract: The service culture defining the service - preparing for SLAs SLAs in a development or creative environment implementing SLAs SLA follow-through - alternatives to SLAs SLA pay-off case study - service level agreements in construction management.
TL;DR: In this paper, the authors discuss the role of design and its management in the services sector, which entails harnessing the skills of the whole organisation and argue that to provide an efficient and effective service, a design ethos needs to be adopted whereby the concept of service is treated as in the development of world-class manufacturing products.
Abstract: Explains that an overwhelming cause of product and service dissatisfaction is a lack of understanding of customer requirements. Discusses the role of design and its management in the services sector, which entails harnessing the skills of the whole organisation. Argues that to provide an efficient and effective service, a design ethos needs to be adopted whereby the concept of service is treated as in the development of world‐class manufacturing products.
TL;DR: The PROMPT acronym as discussed by the authors contains six essential service practices: Prioritizing customer needs, Reliable service delivery, Organizing for customers, Measuring customer satisfaction, Personnel training, and Technology focusing.
Proceedings Article•
01 Jan 1993
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TL;DR: In this article, the authors describe the use of quality tools to reduce the service performance gaps in Telecommunications Europe, and conclude that some cells adopted mutual improvement programmes to increase customer satisfaction, and that the sales force and engineers designed a quality gating system which improved communication between them.
Abstract: Considers providing good Customer service is essential, especially for service companies. Asserts that to be truly effective, Customer service needs to start with satisfying internal customers. Looks at the problem facing Telecommunications Europe, of translating external service performance to an internal environment. Considers the application of structured Service quality performance to supplier cells. Describes the use of quality tools to reduce the service performance gaps. Concludes that some cells adopted mutual improvement programmes to increase customer satisfaction, and that the sales force and engineers designed a quality gating system which improved communication between them, ensuring that what the salesmen sold, the engineers could deliver.
30 Aug 1993
TL;DR: New negotiation rules and a new semantics for the QoS are presented that allows a service user to express more accurately its requirements and implies for the service provider an obligation of behaviour.
Abstract: The new communication environment has brought new requirements on the qualities of service for which the present “best effort” semantics is inadequate. The response to this evolution goes through the definition of a new model of QoS for the lower layers. In the “best effort” model, when a service provider accepts a transmission with a given QoS, it does not commit itself to any duty about the way it will take account of this QoS. The “guaranteed” QoS requires resources reservation mechanisms which are not always available. We present in this paper new negotiation rules and a new semantics for the QoS. It allows a service user to express more accurately its requirements and implies for the service provider an obligation of behaviour.
TL;DR: In this paper, the authors provide answers to the questions: How can institutional purchasers of services be sure that the quality of a service will be acceptable over the period of the contract? Can they predict the future quality of the service? How should they monitor service quality?
Abstract: Seeks to provide answers to the questions: How can institutional purchasers of services be sure that the quality of a service will be acceptable over the period of the contract? Can they predict the future quality of a service? How should they monitor service quality? Reviews audit methods and awards and assesses their uses and limitations for purchasers and providers of services. Observes that many audit frameworks for services are adapted from product quality experience and not from systematic research into factors critical to service quality. Contrasts these frameworks with research into what practising service managers found to be important for service quality. Proposes that, in most cases, purchasers should adapt auditing frameworks for their particular purposes drawing on such research and their own and providers′ experience. Concludes that the validity of existing audit frameworks as predictors of service quality is questionable, especially for wide‐scope, long‐term service contracts with a high pr...
TL;DR: In this article, a study was conducted to determine the degree of congruency between food servers and managers in the perception of the importance of selected factors of service in a restaurant setting.
TL;DR: In this article, the authors describe the process of identifying service quality dimensions as applied in two telecommunications network providers, one in Canada and one in Ireland, and compare and contrast results between the two countries.
Abstract: In today's marketplace, the customer is presented with a myriad of products and services of greater variety and value than ever before. As competition becomes more intense, product and service providers are increasingly turning towards “service” or “service quality” as a means of achieving competitive advantage. Even in industries such as telecommunications, where significant technological advances have characterized the industry, companies are realizing that the best product no longer guarantees an advantage over the competition. The key ingredient in the formulation of a competitive service strategy is the proper measurement of service quality dimensions, as defined by the customer, and the continual monitoring of company performance along those dimensions. This article describes the process of identifying service quality dimensions as applied in two telecommunications network providers, one in Canada and one in Ireland. Results are compared and contrasted between the two countries.
Dissertation•
01 Apr 1993
TL;DR: In this article, the authors identify the customer-based determinants of service quality, in particular to identify those service quality factors which tend to lead to satisfaction, those that lead to dissatisfaction and those that are important to the process of service recovery.
Abstract: Service quality appears to transcend a number of, as
yet, only loosely related fields including operations
management, service management and consumer behaviour.
The intention of the first part of this research was to
draw together some parts of these complementary
literatures in order to understand the nature of
service quality.
The objective of the empirical study was to identify
the customer-based determinants of service quality, in
particular to identify those service quality factors
which tend to lead to satisfaction, those that tend to
lead to dissatisfaction and those that are important to
the process of service recovery. The purpose of the
research was to add to the growing body of knowledge on
service quality and to help managers undertake
activities for the measurement, control and improvement
of service quality. The empirical study took a logical
positivist/empiricist approach using customer's
perceptions of reality. The chosen research instrument
was the critical incident technique.
The study found that the various quality factors do
have different, though not exclusive, effects on the
outcome of the service experience in terms of
satisfaction or dissatisfaction. It was also found
that the dissatisfaction factors and the satisfaction
factors are not the obverse of each other.
Furthermore, the satisfaction factors are primarily
tangible factors, underlining the critical role of
service staff in providing satisfaction, and the
dissatisfaction factors are primarily intangible
factors stressing the more systemic issues that tend to
result in dissatisfaction. It was suggested that these
factors may either act as switches, amending customers'
perceptions of the service experience during the
service itself, or act as levers upon the customers'
satisfaction or dissatisfaction thresholds. Service
recovery was also identified as a key creator of
satisfaction and a number of factors were identified
that support the recovery process.
It has been suggested that operations managers should
be concerned with designing-in satisfaction
switches/levers and removing dissatisfaction
switches/levers. They should also be concerned with
implementing systems to seek out failures and to try to
recover from them.
TL;DR: Concerned with customer service/quality in service sector organizations, reviews some of the core literature in which service quality is defined and its determinants are identified.
Abstract: Concerned with customer service/quality in service sector organizations, reviews some of the core literature in which service quality is defined and its determinants are identified. Follows with some examples of research completed in the Manchester School of Management which focus on the measurement of service quality in the health care sector; namely, hospital in‐patients, general practice patients, and users of family planning services.
TL;DR: In this article, customer service guarantees and customer service insurance are discussed as ways to reduce consumers' perceived risk in service encounters, and some examples of how these could work for service encounters involving the time component and non-transaction encounters.
Abstract: Discusses customer service guarantees and customer service insurance as ways to reduce consumers′ perceived risk in service encounters. Looks at some examples of how these could work in service encounters involving the time component and non‐transaction encounters. Views customer service insurance as a way in which companies can differentiate themselves from competition.