Showing papers on "Service level objective published in 2007"

Service Management and Marketing: Customer Management in Service Competition

Abstract: Preface vii 1 The Service and Relationship Imperative: Managing in Service Competition 1 2 Managing Customer Relationships: An Alternative Paradigm in Management and Marketing 23 3 The Nature of Services and Service Consumption, and its Marketing Consequences 51 4 Service and Relationship Quality 71 5 Quality Management in Services 111 6 Return on Service and Relationships 141 7 Managing the Augmented Service Offering 183 8 Service Management Principles 209 9 Managing Productivity in Service Organizations 233 10 Managing Marketing or Market-oriented Management 263 11 Managing Integrated Marketing Communication and Total Communication 303 12 Managing Brand Relationships and Image 329 13 Customer-focused Organization: Structure, Resources and Service Processes 347 14 Managing Internal Marketing: A Prerequisite for Successful Customer Management 383 15 Managing Service Culture: The Internal Service Imperative 415 16 Transforming a Manufacturing Firm into a Service Business 433 17 Conclusions: Managing Services and Relationships 453 Index 473

Passengers' expectations of airport service quality

Abstract: Purpose – The purpose of this paper is to contribute to the development of a conceptual model of service quality in airports by conducting an empirical investigation into passengers' expectations for this service industry.Design/methodology/approach – The paper is a qualitative exploration of the airport experience from the passengers' perspective was combined with a review of relevant literature to identify variables, to clarify basic concepts and to generate a conceptual model of airport service quality expectations. The paper's quantitative research was used to develop a self‐report scale to measure passenger expectations of airport service quality, to test dimensionality and to evaluate scale reliability and validity.Findings – Qualitative and quantitative research on nearly 1,000 airport users provided results suggesting that passengers' expectations of airport service quality is a multidimensional, hierarchical construct that includes three key dimensions: function, interaction and diversion.Researc...

Service Operations Management : Improving Service Delivery

Abstract: PART ONE: INTRODUCTION1. Introduction to service operations management2. The service conceptPART TWO: CUSTOMER AND SUPPLIER RELATIONSHIPS3. Customers and relationships4. Customer expectations and satisfaction5. Managing supply relationshipsPART THREE: SERVICE DELIVERY6. Service processes7. Service people8. Resource utilisation9. Networks, technology and informationPART FOUR: PERFORMANCE MANAGEMENT10. Performance measurement11. Linking operations decisions to business performance12. Driving operational improvementPART FIVE: MANAGING STRATEGIC CHANGE13. Service strategy14. Service culture15. Operational complexity

Connecting Consumers with Service Providers

Abstract: A request is received from a consumer of services to consult with a service provider having a service provider profile that satisfies at least some attributes in a set of attributes that define a suitable service provider; an available service provider satisfying at least some of the attributes in the set of attributes is identified; and a communication channel is provided to establish a communication between the consumer of services and the identified service provider.

Reputation-Enhanced QoS-based Web Services Discovery

Abstract: With an increasing number of Web services providing similar functionalities, quality of service (QoS) is becoming an important criterion for selection of the best available service. Currently the problem is twofold. The Universal Description, Discovery and Integration (UDDI) registries do not have the ability to publish the QoS information, and the authenticity of the advertised QoS information available elsewhere may be questionable. We propose a model of reputation-enhanced QoS- based Web services discovery that combines an augmented UDDI registry to publish the QoS information and a reputation manager to assign reputation scores to the services based on customer feedback of their performance. A discovery agent facilitates QoS-based service discovery using the reputation scores in a service matching, ranking and selection algorithm. The novelty of our model lies in its simplicity and in its coordination of the above mentioned components. We present experiments to evaluate the effectiveness of our approach using a prototype implementation of the model.

The FAIRSERV Model: Consumer Reactions to Services Based on a Multidimensional Evaluation of Service Fairness

Abstract: The current dominant conceptualization of consumer reactions to services is the SERVQUAL model. This article proposes the FAIRSERV model as an alternative or additional conceptualization of consumer reactions to services. FAIRSERV involves seeing service evaluation through the lens of organizational fairness (justice) theory applied to the relationship between the service consumer and the service provider. FAIRSERV is premised on the claim that, especially in relational service contexts, consumers are interested in service fairness as well as service quality (service favorableness) as represented by SERVQUAL. Service fairness or justice is a multidimensional construct based on equity theory. In this article, the FAIRSERV model is tested with the SERVQUAL model in the context of information system services. The two models are used to predict service satisfaction and repatronage intention. The FAIRSERV model appears to add a significant new set of predictors of service satisfaction and repatronage intention that should be considered in the future by service providers.

Service Quality Attribute Weights: How Do Novice and Longer-Term Customers Construct Service Quality Perceptions?

Abstract: Service experiences often unfold over a series of consumption episodes, yet customer perceptions of these experiences are often treated as static events. This prevents a good understanding of the impact of consumption stage on service perceptions. Prior research reveals little about the variation in the salience of service quality attributes between novice and longer-term customers, especially in terms of contribution to overall service quality perceptions or about the effect of service quality and service satisfaction on behavioral intentions across consumption stages. This study examines these issues using cohort analysis within the context of ongoing health care services. Results indicate that the contribution of attributes to overall service quality differs across novice and longer-term customer cohorts, as does the interrelationship of service quality, satisfaction, and behavioral intentions. These findings have important implications for managing service processes, improving service provider performance, and enhancing customer service.

Prioritizing service quality dimensions

Abstract: – The study was undertaken with a purpose to investigate if any generalization in importance of service quality dimensions is possible. Service providers are often not sure of the amount of tangibilisation necessary and the right mix of other service quality dimensions – reliability, assurance, empathy, responsiveness, and the role of price‐added by researcher., – A two stage analysis was deployed. First free listing of important service quality concerns for 16 services across the four service types (as suggested by Lovelock) was done to see if any rank correlation was possible. This was followed by two‐step cluster analysis to reveal natural grouping (or clusters) within a data set for each service quality dimension that would otherwise not be apparent., – Generalization of quality dimensions was not possible among all types of services taken together, however important insights were available pertaining to each service type., – Some generalizations within the service types were possible for different services. Thus, service providers can consider these finding when designing service delivery., – Considering the two important dimensions – tangibility of service act and whether such an action is targeted at the customer or their possessions, the paper details what service quality issues are important for which service type.

An exploratory study of service quality in the Malaysian public service sector

Abstract: Purpose – The paper seeks to obtain a better understanding of the extent to which service quality permeates within the Malaysian public service sector by drawing on management and customer perceptions of service quality.Design/methodology/approach – Two separate surveys were distributed to managers and customers across 86 branches of a public sector department within the Malaysian Ministry. The manager survey comprised instruments relating to organisational service performance, while the customer survey contained instruments relating to service quality and customer satisfaction. A total of 430 manager and customer surveys were completed, representing a 95 percent response rate.Findings – The results support the conceptual model in demonstrating a strong correlation between service quality dimensions, service performance and customer satisfaction. In particular, service providers classified as “excellent” were rated most favourably in terms of responsiveness, access and credibility.Research limitations/imp...

Measurement of Service Quality from the Customer's Perspective – An Empirical Study

Abstract: Total Quality Management is an integrated approach to management that continuously improves the quality of products and services to achieve customer satisfaction. Even though researchers throughout the world have developed various models to measure service quality in service organizations, the instrument SERVQUAL formed the basis for all the models. After a careful analysis of SERVQUAL, it has been found that certain important aspects of service quality were not covered in it. Hence, this research work proposes a conceptual framework and an instrument for measuring the customer-perceived service quality. The instrument has been designed with specific reference to the automobile service sector. Data have been collected from the customers of various automobile service stations. The proposed instrument has been empirically tested for convergent validity, unidimensionality and reliability using a confirmatory factor analysis approach. A conceptual framework for service quality has been proposed based...

Flow-Based Service Selection forWeb Service Composition Supporting Multiple QoS Classes

Abstract: In the service oriented paradigm applications are created as a composition of independently developed Web services. Since the same service may be offered by different providers with different non-functional Quality of Service (QoS) attributes, a selection process is needed to identify the constituent services for a given composite service that best meet the users QoS requirements. In this paper, we consider a broker that offers a composite service with multiple QoS classes to several users each generating a flow of requests over time. We propose a service selection scheme which optimizes the end-to-end aggregated QoS of all incoming flows of requests by means of a simple linear programming problem which scales as the number of users, request volumes and/or services grows. This approach differs from most of the current proposals which may not scale well since: a) requests, even from the same user, are handled independently from one another; and b) the selection process often requires the solution of an NP-hard problem.

Customer satisfaction and service quality in UK financial services

Abstract: Purpose The paper seeks to evaluate the drivers of customer satisfaction (CS), specifically exploring the impact of business process management (BPM) on service quality and CS. Design/methodology/approach A longitudinal case study uses quantitative and qualitative data to test six propositions derived from current literature. Findings Analysis confirms the role of staff satisfaction and service quality as key drivers of CS, suggested in the service profit chain, but proposes a more complex set of relationships. Technical service quality (TSQ) is found to play a critical role in determining CS and a strong causal link is found between TSQ and BPM. Research limitations/implications Findings are based on a single case, in a fast‐changing sector. Practical implications Findings suggest that managers should focus on TSQ as a priority. End‐to‐end BPM is identified as a key enabler of TSQ. Originality/value The research challenges the adequacy of the service profit chain and the emphasis on soft factors evident in much of the existing marketing and service operations literature. In examining the drivers of CS, this research offers an alternative perspective which places BPM at the centre of the debate.

Reliable QoS monitoring based on client feedback

Abstract: Service-level agreements (SLAs) establish a contract between service providersand clients concerning Quality of Service (QoS) parameters. Without properpenalties, service providers have strong incentives to deviate from theadvertised QoS, causing losses to the clients. Reliable QoS monitoring (andproper penalties computed on the basis of delivered QoS) are thereforeessential for the trustworthiness of a service-oriented environment. In thispaper, we present a novel QoS monitoring mechanism based on quality ratings from theclients. A reputation mechanism collects the ratings and computes theactual quality delivered to the clients. The mechanism provides incentives forthe clients to report honestly, and pays special attention to minimizing costand overhead1.

Evaluating service quality in universities: a service department perspective

Abstract: Purpose – The purpose of the study is to report on an in‐depth exploration of service quality in an Information Technology service department in a Higher Education Institute (HEI) and to evaluate the instrument used.Design/methodology/approach – The study surveys customers using the SERVQUAL instrument, which is one of the most widely used and applied scales for the measurement of perceived service quality.Findings – A focused and rigorous examination of customers' views of the importance of the service elements is provided. The study confirmed previous research that the application of SERVQUAL in the public sector can produce different service quality dimensions from those found in private sector services. It was also found that the service quality gaps, and the relative importance of the five dimensions of service quality, were the same for students and staff, albeit with some specific differences. Reliability was the most important dimension for all customers and the greatest improvement in service qua...

Customer Efficiency, Channel Usage, and Firm Performance in Retail Banking

Abstract: Innovations in technology and service design have increasingly enabled firms to incorporate self-service technology to augment or substitute for “traditional” employee-provided service channels. Although it is clear that self-service can reduce cost, less is known about how customers utilize self-service channels in a multichannel service delivery system and the resulting impact on firm performance. An important aspect of service operations is that customers are coproducers of the service. Thus, the performance of the delivery system and customers' use of service channels can be affected by customers' own efficiency or productivity in service coproduction (customer efficiency). In this paper, we utilize prior theoretical frameworks in service operations and economics to hypothesize relationships among customer characteristics (especially coproduction efficiency), channel utilization, and firm performance. We then test these hypotheses using panel data from a large retail bank. Overall, we find that higher customer efficiency in self-service channels is associated with greater profitability and has a complex relationship with customer retention and product utilization.

Network service operational status monitoring

Abstract: Network service operational status monitoring methods and apparatus are disclosed. Responsive to a service status request associated with a network service, an operational status of the network service is determined by an intermediary between a service status requester and the network service. The operational status is a service-specific operational status of the network service in some embodiments. Operational status may be determined through a multi-level procedure in which subsequent levels after a first level of the multi-level procedure are or are not performed depending on a result of a preceding level of the procedure. A multi-level procedure may involve a service connectivity check and a service operational check, for instance.

Cultural influences on service quality and customer satisfaction: evidence from Greek insurance

Abstract: Purpose – The purpose of this research is to examine the effect of culture on service quality and customer satisfaction.Design/methodology/approach – By extending GIQUAL, an instrument developed for measuring service quality in Greek Insurance, to measure the culture of individuals, hypotheses on all 25 possible relationships between the dimensions of culture and of service quality are determined and tested. The relationships between the dimensions of service quality and customer satisfaction, in the light of culture, are further examined.Findings – Of the 25 hypothesized relationships between the dimensions of culture and of service quality, 23 are confirmed and the remaining two are directionally supported. The hypothesized importance of the service quality dimensions is also confirmed. However, the expected association between the importance of quality dimensions and the strength of their relationships with customer satisfaction is only directionally supported. Although the typology of Hofstede is used...

Quality assured network service provision system compatible with a multi-domain network and service provision method and service broker device

Abstract: The invention provides quality assured network services in a multi-domain network and comprises a network service management device for managing device clusters incorporated within the operations management network of each provider network and receiving service orders, and a multi-domain service broker for providing a broker function for achieving agreement between a plurality of providers, and the multi-domain service broker further comprises a device for collecting domain information and information relating to the services each provider is able to provide from the network service management devices, and a device which on receipt of a network service request from a customer, extracts the network service management device of the domain which is able to satisfy the required quality level, and then issues instructions for the setting of the required information within the extracted network service management device.

Effects of service quality dimensions on behavioural purchase intentions: A study in public‐sector transport

Abstract: Purpose – This paper seeks to examine the relationship between service quality and behavioural purchase intentions in the public‐sector transport industry in Spain.Design/methodology/approach – The study first identifies five distinctive research streams in service quality. An empirical analysis is then carried out in which the SERVPERF scale is adapted to the study of service quality in the public‐sector transport industry. The study then examines the relationship between service quality and purchase intention using an aggregated ordered logit model.Findings – The findings confirm a relationship between the five dimensions of service quality and purchase intentions.Originality/value – The study provides a useful guide to research into service quality by identifying five distinctive streams of research on the field. The study also contributes from a methodological perspective by offering a measurement scale for service quality in the public‐sector transport industry. Finally, the study contributes to stud...

SLA Decomposition: Translating Service Level Objectives to System Level Thresholds

Abstract: In today's complex and highly dynamic computing environments, systems/services have to be constantly adjusted to meet service level agreements (SLAs) and to improve resource utilization, thus reducing operating cost. Traditional design of such systems usually involves domain experts who implicitly translate service level objectives (SLOs) specified in SLAs to system-level thresholds in an ad-hoc manner. In this paper, we present an approach that combines performance modeling with performance profiling to create models that translate SLOs to lower-level resource requirements for each system involved in providing the service. Using these models, the process of creating an efficient design of a system/service can be automated, eliminating the involvement of domain experts. We demonstrate that our approach is practical and that it can be applied to different applications and software architectures. Our experiments show that for a typical 3-tier e-commerce application in a virtualized environment the SLAs can be met while improving CPU utilization up to 3 times.

Service management system that enables subscriber-driven changes to service plans

Abstract: A service management system that enables a subscriber of a mobile telecommunication system to modify aspects of his or her service plan and have the modification to the service plan take effect immediately. The subscriber enters a modification request to an aspect of a service plan. The modification request is verified against a set of rules that defines acceptable changes to the service plan. If the proposed modification to the service plan is a valid change, the change to the service plan is immediately propagated to a billing system and to other systems that implement the service plan. The subscriber is notified when the modification to the service plan is complete, and the subscriber is billed on a going-forward basis in accordance with the rate structure applicable to the plan.

Combining subjective and objective QoS factors for personalized web service selection

Abstract: Web service is an emerging Internet technology to dynamically describe, discover and communicate. According to the Web Service Architecture (WSA) published by W3C, users can find services through the repository Universal Description, Discovery and Integration (UDDI). However, the UDDI may find many web services with similar functions without considering the nonfunctional quality of service (QoS) information. Under such circumstances, users may have difficulty deciding which service is suitable. This paper proposes a fuzzy-based UDDI with QoS support. Unlike many similar researches, the proposed method tries to consider not only the objective factors described by service providers but also the subjective information with trustability evaluations from users who use those services. Genetic algorithm (GA) is adapted to learn user preferences, and fuzzy logic is applied for making decisions. With a fuzzy query interface to input subjective and objective factors, users can determine the most suitable web service for personal use.

A proposed multi‐dimensional approach to evaluating service recovery

Abstract: Purpose – The purpose of this paper is to extend thinking on service recovery processes and satisfaction with service recovery, using multi‐dimensional consumer outcomes. The objective of the work was to propose that satisfaction with service recovery should be based on customers' expectations of the recovery encounter, which would be shaped by their expectations of “non‐failed” encounters.Design/methodology/approach – The paper adopts a theoretical approach. Using the existing service recovery literature as well as the traditional services literature, the conceptual framework and associated research propositions are developed.Findings – The proposed framework suggests that service recovery is a service encounter it its own right. The effectiveness of recovery encounters will be based on how encounters operate relative to customer expectations and experiences with regard to the recovery activity.Research limitations/implications – The research propositions and proposed framework need further empirical inv...

The impact of network service performance on customer satisfaction and loyalty: High-speed internet service case in Korea

Abstract: The high-speed internet service has achieved a remarkable increase in penetration in recent years. In order to survive in this competitive market, companies should continue to improve their service performance. The high level of service performance is believed to be an effective way to improve customer satisfaction and loyalty. This paper aims to identify the causal relationship among network performance, customer satisfaction, and customer loyalty in the high-speed internet service context. Using the data collected from 51 current users of a VDSL service in Korea, this paper derives two types of the causal relationship models, namely, cross-sectional model and longitudinal model. The modeling results are discussed from both descriptive and prescriptive perspectives.