Topic
Service level objective
About: Service level objective is a research topic. Over the lifetime, 7894 publications have been published within this topic receiving 218701 citations.
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TL;DR: In this article, the authors discuss the definition, conceptualization and measurement of electronic service quality, then offer some ideas for future research, and discuss the need to focus some of that attention on service delivery through electronic channels.
Abstract: Significant research and managerial attention has been devoted to service excellence over the last 20 years. We now need to focus some of that attention on service delivery through electronic channels. Evidence indicates that service is critical to online customers and that it is generally poor. The premise of this article is that we must understand how the customer evaluates electronic service quality as a foundation for improving delivery. This article discusses the definition, conceptualization and measurement of electronic service quality, then offers some ideas for future research.
479 citations
TL;DR: In this article, the authors propose a framework for a new perspective on the total service experience, which dimensions influence it, and how a service experience is linked to value in use.
Abstract: Purpose – The aim of this article is to propose a framework for a new perspective on the total service experience, which dimensions influence it, and how a service experience is linked to value in use.Design/methodology/approach – The article is conceptual and suggests a new theoretical frame of reference describing value in use through service experience in technology‐based services.Findings – According to this article, a service experience is the total functional and emotional value of a consumed service. The service experience is unique to every individual customer and the service consumption situation. Value in use is the cognitive evaluation of the service experience.Research limitations/implications – The framework is discussed in the context of technology‐based services and will provide a basis for future research. Empirical studies are called for concerning service experiences in different kinds of service contexts.Originality/value – This article contributes a new framework, illustrating the serv...
476 citations
TL;DR: In this article, personalization, the social content of interaction between service or retail employees and their customers, has been studied as an important mediator of customer satisfaction and patronage behavior, and the influence of this serviceenhancing factor is investigated within the nexus of SERVQUAL, a comprehensive measure of service quality.
469 citations
TL;DR: This model sees the extent of customer contact with the service organization as a major variable affecting system performance and advocates reconfiguring the structure of the service organizations to reflect this impact.
Abstract: The literature on organization design has been dominated by descriptive models in its dealing with structure and operations. This paper takes an alternative view advocating the use of a normative model to be used in the design of service organizations. This model sees the extent of customer contact with the service organization as a major variable affecting system performance and advocates reconfiguring the structure of the service organization to reflect this impact. The discussion describes a taxonomy used to classify firms along the contact dimension and develops 13 propositions which convey critical distinctions between high and low contact services. Application of the model for managerial decision making involves the use of decoupling and the paper identifies factors which favor/disfavor decoupling in light of existing and desired service delivery objectives.
452 citations
Patent•
10 Aug 1998
TL;DR: In this article, the authors propose a retail method over a wide area network, where a point of sale computer station (41), a network service provider server (31, 32,..., 33), a customer computer station, and a transaction server (20) having access to identification information of the network service providers and the point-of-sale computer station are connected to the wide-area network.
Abstract: A retail method over a wide area network. The wide area network includes a point of sale computer station (41), a network service provider server (31, 32, ..., 33) operated by a network service provider (31, ..., 33), a customer computer station (51, 52, ..., 72) used by a customer and connected to the wide area network through the network service provider server (31, 32, ..., 33), and a transaction server (20) having access to identification information of the network service provider (31, ..., 33) and the point of sale computer station (41, ..., 43). The method includes the steps of connecting the customer computer station (51, ..., 72) to the point of sale computer station (41, ..., 43), purchasing goods from the point of sale computer station (41, ..., 43) by the customer, validation of the purchasing by the transaction server (20) and the network service provider server (31, ..., 33), charging the customer for the purchase. The step of charging includes a transaction including the steps of billing an account of the customer by the network service provider server (31, ..., 33) a transaction sum and billing by the transaction server (20) an account of the network service provider server (31, ..., 33) the transaction sum. The retail method also includes supplying the goods to the customer and remitting a portion of the transaction sum to a vendor operating the point of sale computer station (41, ..., 43).
448 citations