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.
Papers published on a yearly basis
Papers
More filters
TL;DR: This article offers a provider-based framework identifying four overarching types of online interactions useful for advancing understanding on the design and delivery of quality e-service encounters, and proposes promising areas in e- service encounter quality research.
Abstract: The advent of electronic-based service (e-service) transactions has resulted in numerous operational challenges for service providers. Extending previous service management insights, this article o...
60 citations
TL;DR: An existing model from the literature is adapted for inventory sharing or ''emergency lateral transshipments'' across multiple stocking locations and its performance in terms of cost and service level is studied.
60 citations
TL;DR: It is proposed that the current key focus for service academics should provide direction for planning, design and implementation framework to enhance the practical effectiveness of service quality.
Abstract: The purpose of this paper is to capture varied perspectives of one of the important elements in the management of services known as service quality. This paper proposes that the current key focus for service academics should provide direction for planning, design and implementation framework to enhance the practical effectiveness of service quality. It deals with the fundamental concepts that underlie the subject of managing for service quality, and defines key terms and makes critical distinctions. It helps to identify the key processes through which service quality is to be managed. It does demonstrate that managing for service quality is a timeless concept, and it would further undergo frequent evolution in response to the endless emergence of changes and crises to be faced by human civilisation.
60 citations
TL;DR: In this article, the authors examined the relationship between job standardisation and service quality and found that job standardization is positively related to the perception of service quality, while customers who are unacquainted with a service or product believe job standardising influences.
Abstract: This empirical study examines the relationship between job standardisation and service quality. Data used herein comes from service contact-employees and customers at 105 branches of 35 service-oriented firms in Taiwan. Results obtained from three different levels of data, i.e. service contact-employees, customers and branches, indicate that job standardisation is positively related to the perception of service quality. This finding corresponds to a conceptual model of service quality developed by Parasuraman, Zeithaml and Berry 1985:45. In addition, we speculate that service contact-employees meet with situations involving task uncertainty that moderate the relation between job standardisation and service quality as perceived by customers; however, this hypothesis is not supported by our empirical results. Furthermore, results of this study indicate that customers who are unacquainted with a service or product believe job standardisation influences.
60 citations
Patent•
29 Jul 2004TL;DR: In this article, a method of selling a health related product or service via the Internet provides a service provider system that includes a web server, and the service provider has members that purchase health related products and services through the service providers system.
Abstract: A method of selling a health related product or service via the Internet provides a service provider system that includes a web server The service provider system has members that purchase health related products and services through the service provider system Applicants are enrolled in the service provider system as members A product or service request message is received for a desired product or service from a member through a customer interface The product or service request message includes a product or service identifier The service provider system transmits a request for the desired product or service request to a supplier of the desired product or service Points are recorded within a computer memory awarded to a member for purchases made by the member through the service provider system
60 citations