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.

How Much Compensation Should a Firm Offer for a Flawed Service? An Examination of the Nonlinear Effects of Compensation on Satisfaction

Abstract: This research examines the nonlinear effects of compensation on customer satisfaction in order to determine the optimal compensation after a flawed service. As our core contribution, we argue that the nature of this nonlinear effect depends on the way customers handle a flawed service. Building on the Service-Dominant (S-D) logic, this research introduces two specific failure handling tactics—when customers reject versus accept a flawed value proposition—that affect the shape of the nonlinear function of compensation on satisfaction. Our key hypotheses are tested with two experiments that manipulate 11 compensation levels (0–200%) and the two failure handling tactics (rejection vs. acceptance). Consistent with our logic, both studies reveal an S-shaped curve progression for service rejection and a concave shape for service acceptance. For service rejection, the highest incremental effect of compensation on satisfaction lies in between 60% and 120%. For service acceptance, the highest return in satisfactio...

Domestic inter‐cultural service encounters: an integrated model

Abstract: Purpose – Proposes to provide practicing managers and academic researchers with a framework that will help them to understand better the nature of domestic inter‐cultural service encounters.Design/methodology/approach – Social identity theory is used to demonstrate how salient identity cues such as physiognomy, linguistic, and behavioral differences are likely to influence customer expectations during initial and subsequent encounters between domestic customers and culturally distant service providers.Findings – The framework developed, and the associated propositions, provide practicing managers with insights into how domestic service customers are likely to respond to domestic inter‐cultural service encounters.Practical implications – Domestic intercultural service encounters have special practical implications for staffing policy and training requirements in service organizations (e.g. there may be ethical and legal challenges for service organizations that refuse to hire service providers unless they ...

Service quality measurements in ports of a developing economy: Nigerian ports survey

Abstract: Identifies and assesses the key determinants of service quality and determines the quality of service offered by two ports in Nigeria using the SERVQUAL model. The main service attributes that are important to port users are determined. Relevant literature is reviewed to give relevance to the survey. Data for the study was collected via a well‐structured questionnaire, analysed, and perception‐expectation gap scores evaluated. Reveals that the service offered at Port Harcourt had a favorable influence on actual perceptions of quality of service and that there is improved service at the port in comparison with Lagos. Reveals that port managers focus on those dimensions which receive lowest ratings and attributes with high gap scores. This is a single‐industry (port) survey, thus raising doubts about the generalizability of the results. Reveals that port managers should be looking carefully at each of the dimensions where customers perceive receiving a different service than expected. Managers should also be in regular contact with employees in order to assess their service experiences. Shows how using SERVQUAL to identify important attributes of port service quality could be used as an early warning system for ports, thus being an important tool for managers.

Personal computer banking system and method

Abstract: A personal computer banking system and method in which a personal computer (10) is connected by a network service provider (14) directly to a host computer system (24) of a bank such that customer service requests can be processed automatically without need for intervention by customer service representatives. The system is capable of distinguishing between those customer service requests which are capable of automated fulfillment and those requests which require handling by a customer service representative. The system is integrated with the host computer system (24) of the bank so that the remote banking customer can access other automated services of the bank. The method of the invention includes the steps of inputting a customer banking request from among a menu of banking requests at a remote personnel computer; transmitting the banking requests to a host computer (24) over a network (14); receiving the request at the host computer; identifying the type of customer banking request received; automatic logging of service request, comparing the received request to a stored table of request types, each of the request types having an attribute to indicate whether the request type is capable of being fulfilled by a customer service representative or by an automated system; and, depending upon the attribute, directing the request either to a queue for handling by a customer service representative or to a queue for processing by an automated system.