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: This study is the first to directly test and compare the relative merits of these two approaches to ISQ measurement, and offers insights as to the operational contexts in which each approach might be appropriate.
Abstract: Purpose - This paper aims to build upon the debate in the service quality literature regarding both the theoretical and practical effectiveness of expectations data in the measurement of internal service quality (ISQ). Gap-based and perceptions-only approaches to measuring ISQ are tested and their respective benefits and limitations evaluated.
Design/methodology/approach - The internal service context used in this study is the provision of e-procurement software, training, and user support in four organisations. The two approaches are evaluated in terms of reliability and validity, as well as pragmatic aspects of survey administration.
Findings - The various tests carried out indicate that both the gap-measure and perceptions-only measure are reliable and valid, the latter being the marginally higher performer. Both approaches were found to have benefits and limitations, and so the empirical study, combined with contributions from the literature, generates some understanding of the internal service context in which the two approaches might be appropriate.
Research limitations/implications - The survey was based on an internal e-procurement service; as such, the variables and dimensions selected to measure ISQ in this context inevitably limit the scope of the research. Practical implications For operations managers, the paper clarifies the basis on which they might choose between the two approaches to ISQ measurement.
Originality/value - This study is the first to directly test and compare the relative merits of these two approaches to ISQ measurement. The paper also offers insights as to the operational contexts in which each approach might be appropriate.
71 citations
TL;DR: In this article, the authors investigate from a customer perspective, the impact of familiarity (of the individual service provider) and cultural orientation on evaluations of both successful and failed service encounters.
Abstract: Purpose – Customers' judgment of service quality is by and large based on their evaluation of personal experiences during the service encounter. The purpose of this study is to investigate from a customer perspective, the impact of familiarity (of the individual service provider) and cultural orientation on evaluations of both successful and failed service encounters.Design/methodology/approach – The authors employ an experimental design with data collected from student samples in the USA (Western, individualist culture) and Thailand (Eastern, collectivist culture).Findings – Results show an individual customer's cultural orientation, as well as familiarity (with a focal service provider), have an impact on perceptions and post‐purchase evaluations of both successful and unsuccessful service encounters.Originality/value – This research contributes to the services marketing and consumer behavior literature by shedding light onto the role of familiarity and cultural value orientation in influencing consumer...
70 citations
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TL;DR: In this paper, a conceptual framework is proposed to understand how customer anger is provoked by a service failure and how it may be reduced through specific service recovery attempts by service providers, where the authors argue that an external cause produces anger and that cognitive appraisal in terms of goal relevance, goal incongruence, and ego-involvement moderates the intensity of anger experience by the customer.
Abstract: Knowing how to handle angry customers following a service failure is an important aspect of a service provider’s work role. This paper presents a conceptual framework to help better understand: (1) how customer anger is provoked by a service failure; (2) how it may be reduced through specific service recovery attempts by service providers. Specifically, we propose a two phase conceptual model incorporating pre-service recovery (Phase 1) and service recovery (Phase 2). We argue that in Phase 1, an external cause produces anger and that cognitive appraisal in terms of: (a) goal relevance; (b) goal incongruence; and (c) ego-involvement moderates the intensity of anger experience by the customer. In Phase 2, we argue that customer anger can be reduced by the service provider doing the following: (a) listening; (b) blame displacement; and (c) apology.
70 citations
TL;DR: In this paper, the authors emphasize how different service strategies are properly aligned with the external environment and how organizational factors lead to a specific level of service-related performance outcomes, and what performance level can be achieved through the service strategies.
Abstract: Purpose – The purpose of this paper is to emphasize how different service strategies are properly aligned with the external environment, and how organizational factors lead to a specific level of service‐related performance outcomes.Design/methodology/approach – A multicase research design on Western‐European firms is used as the research methodology. This study answers the following three strategic questions: what typical service strategies exist that enable firms to move from products to services?; what is the appropriate alignment of the service strategies with the external environment and organizational design?; and what performance level can be achieved through the service strategies?Findings – After‐sales service providers are faced with a high competitive intensity and their customers invest in low‐priced products. Customer support providers' market consists of customers who are looking for outstanding product quality. Development partners' customers expect specific solutions for the operating proc...
70 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