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 professors of operations management view service operations

Abstract: This study empirically tests assumptions that underlie operations management (OM) scholars' belief that service operations should be managed differently. Respondents were self-classified into manufacturing and service types. There is a significant statistical difference between the views held by each group with regard to statements such as “service Om should be taught as a separate course” and “service operations should be managed differently from manufacturing.” There was general consensus on the service research agenda with the exception of three research areas: time standards, technology, and productivity. The survey also revealed that customer influence has the greatest impact on service Om strategies and decisions.

Measuring service quality in scheduled bus services

Abstract: This article develops a stated preference model of service quality choice that provides the set of indicators required to represent a user based measure of service quality. The service quality index (SQI) provides an operationally appealing measure of service effectiveness to assist regulators in administering and monitoring a performance assessment regime and operators in improving customer service. SQI has been readily accepted by many bus operators in New South Wales, Australia as the preferred way of establishing and monitoring the effectiveness of service levels, in contrast to traditional stand-alone satisfaction scores based on independent assessment of each attribute in isolation from the entire service package that passengers actually experience.

Customer perceptions of quality of service in public transport: Evidence for bus transit in Scotland

Abstract: This paper provides a detailed examination of a quality of service indicator utilised by the Scottish Government to assess the opinions of passengers towards bus transport. The quality of service indicator takes the form of an 11 item opinion scale which covers an array of service aspects. Factor analysis is employed to identify latent constructs which are present within this scale. Three latent constructs associated with attitudes towards perceived quality of bus service are identified, covering convenience, cabin environment and ease of use issues. These latent constructs are further explored through an appreciation of how attitudes towards perceived quality of bus service vary across socio-economic cohorts and the degree to which these attitudes can be of use in explaining variation in perceived satisfaction with the bus service. Results of the analysis suggest that attitudes regarding quality of bus service vary significantly across passenger groups, with females having a tendency to exhibit relatively negative opinions regarding the quality of the cabin environment with a similar finding observed in the case of passengers who are looking after the home and family. In addition, perceived convenience of the bus service appears to have a significant positive explanatory power over perceived satisfaction with the bus service, suggesting that improvements to service frequency, availability, reliability and stability will likely increase perceived satisfaction amongst existing passengers. At a more general level, this paper demonstrates the level of additional knowledge which can be attained through a more detailed analysis of existing transport policy data.

Towards a better understanding of service excellence

Abstract: Some organisations are becoming more concerned with delighting their customers than simply satisfying them. Yet despite an extensive literature on service quality and satisfaction little has been written about service excellence and how organisations can achieve delighted customers. The purpose of this exploratory but empirically based paper is to provide a definition of service excellence to help marketers and managers, where appropriate, design and deliver it. This paper is based on over 400 statements of excellent and poor service gathered from around 150 respondents. After categorising them, using a grounded theory approach, it is suggested that service excellence is about being “easy to do business with”. This has four key elements: delivering the promise, providing a personal touch, going the extra mile and resolving problems well. Further analysis of the frequencies of mention revealed the overarching importance of dealing well with problems and queries.

An Examination of Factors Affecting Service Recovery in a Restaurant Setting

Abstract: This study contributes to the literature on service recovery. As in prior studies, service recovery was found to have a significant impact on consumer satisfaction. However, the results of this stu...