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Service level requirement

About: Service level requirement is a(n) research topic. Over the lifetime, 12321 publication(s) have been published within this topic receiving 298052 citation(s).

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Papers
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Open accessBook
01 Jan 1990-
Abstract: Excellence in customer service is the hallmark of success in service industries and among manufacturers of products that require reliable service. But what exactly is excellent service? It is the ability to deliver what you promise, say the authors, but first you must determine what you can promise. Building on seven years of research on service quality, they construct a model that, by balancing a customer's perceptions of the value of a particular service with the customer's need for that service, provides brilliant theoretical insight into customer expectations and service delivery.

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Topics: Service quality (73%), Customer advocacy (73%), Service level requirement (72%) ...read more

3,803 Citations


Journal ArticleDOI: 10.1086/208564
Abstract: This article develops a model of how customers with prior experiences and expectations assess service performance levels, overall service quality, and service value. The model is applied to residential customers' assessments of local telephone service. The model is estimated with a two-stage least squares procedure through survey data. Results indicate that residential customers' assessments of quality and value are primarily a function of disconfirmation arising from discrepancies between anticipated and perceived performance levels. However, perceived performance levels also were found to have an important direct effect on quality and value assessments.

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Topics: Service (business) (58%), Service quality (58%), Service recovery paradox (56%) ...read more

3,117 Citations


Journal ArticleDOI: 10.1016/J.EMJ.2008.04.003
Abstract: Summary The creation of value is the core purpose and central process of economic exchange. Traditional models of value creation focus on the firm’s output and price. We present an alternative perspective, one representing the intersection of two growing streams of thought, service science and service-dominant (S-D) logic. We take the view that (1) service, the application of competences (such as knowledge and skills) by one party for the benefit of another, is the underlying basis of exchange; (2) the proper unit of analysis for service-for-service exchange is the service system, which is a configuration of resources (including people, information, and technology) connected to other systems by value propositions; and (3) service science is the study of service systems and of the co-creation of value within complex configurations of resources. We argue that value is fundamentally derived and determined in use – the integration and application of resources in a specific context – rather than in exchange – embedded in firm output and captured by price. Service systems interact through mutual service exchange relationships, improving the adaptability and survivability of all service systems engaged in exchange, by allowing integration of resources that are mutually beneficial. This argument has implications for advancing service science by identifying research questions regarding configurations and processes of value co-creation and measurements of value-in-use, and by developing its ties with economics and other service-oriented disciplines.

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Topics: Service system (66%), Service design (66%), Service (business) (64%) ...read more

2,598 Citations


Open accessBook
06 Sep 2000-
Abstract: The Service and Relationship Imperative: Managing In Service Competition. Managing Customer Relationships: An Alternative Paradigm in Management and Marketing. The Nature of Services and Service Consumption, and its Marketing Consequences. Service and Relationship Quality. Quality Management in Services. Return on Service and Relationships. Managing the Augmented Service Offering. Principles of Service Management. Managing Service Productivity. Managing Marketing or Market--oriented Management. Managing Total Integrated Marketing Communication. Managing Brand Relationships and Image. Market--oriented Organization: Structure, Resources and Service Processes. Managing Internal Marketing: A Prerequisite for Successfully Managing Customer Relationships. Managing Service Culture: The Internal Service Imperative. Conclusions: Managing Relationships and the Six Rules of Service. Index.

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Topics: Service product management (69%), Service design (68%), Service guarantee (66%) ...read more

2,427 Citations


Open accessJournal ArticleDOI: 10.1177/009207002236911
Abstract: Evidence exists that service quality delivery through Web sites is an essential strategy to success, possibly more important than low price and Web presence. To deliver superior service quality, managers of companies with Web presences must first understand how customers perceive and evaluate online customer service. Information on this topic is beginning to emerge from both academic and practitioner sources, but this information has not yet been examined as a whole. The goals of this article are to review and synthesize the literature about service quality delivery through Web sites, describe what is known about the topic, and develop an agenda for needed research.

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Topics: Service delivery framework (72%), Service design (72%), Service level requirement (70%) ...read more

2,312 Citations


Performance
Metrics
No. of papers in the topic in previous years
YearPapers
20221
20217
202011
201910
201828
2017279

Top Attributes

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Topic's top 5 most impactful authors

Yoshiki Shimomura

23 papers, 285 citations

Larisa Shwartz

11 papers, 90 citations

Michitaka Kosaka

11 papers, 43 citations

Zhongjie Wang

9 papers, 37 citations

Richard B. Chase

9 papers, 1.7K citations

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