Showing papers on "Service provider published in 1992"

Service Break-Downs a Study of Critical Incidents in an Airline

Abstract: Presents the results of an empirical study of critical incidents in an airline. Describes and analyses service breakdowns from the customers′ point of view and thus creates a basis for “crisis management”. The discussion is based on interviews with 320 customers and 80 airline employees. Focuses on negative critical incidents in the relations between the service provider and business passengers. Provides a background as to why quality in services is an important aspect of management and a major research field. Discusses the typical features of service production and defines the term critical incident. Considers the strengths and weaknesses of the Critical Incident Technique (CIT) and describes the choice of method and model for the empirical study. Presents and discusses the results of the survey. Reveals, among other things, that there is a considerable difference between the way customers perceive critical incidents and the view of the airline employees as to what causes critical situations for the cust...

Service Provider Job Satisfaction and Customer

Abstract: Considers the impact of multi‐faceted measures of job satisfaction on customer‐oriented behaviours demonstrated by service providers. Reveals how overall job satisfaction, together with specific satisfaction related to supervision, colleagues, promotion and work are positively related to customer‐orientation, while satisfaction with pay is not of significance in this case. Discusses recommendations for management and suggestions for further research.

Attributes of Service Quality: The Consumers′ Perspective

Abstract: Examines the assessment of service quality as perceived by consumers. Identifies and ranks the attributes for good and poor quality of five selected types of services. The five types of services considered in this study are physician service, retail banking, auto maintenance, college/university, and fast food. The findings indicate that consumers have well‐conceived ideas about service quality, and that certain quality attributes are considered important for most types of services. Interestingly, finds that some attributes seem to have effects similar to Herzberg′s hygiene factors, i.e. the absence of certain attributes may lead consumers to perceive service quality as poor. However, the presence of these attributes may not substantially improve the perceived quality of the service. Also suggests that most customers would be willing to trade some convenience for a price break, and that the behaviour, skill level and performance of service employees are key determinants of perceived quality of services. Th...

Mitigating the Effect of Service Encounters

Abstract: Although marketers believe that encounters with service employees are a major determinant of customers' perceived service quality and value, there is little empirical evidence that quantifies this relationship. This paper considers the role of employee service encounters, such as repair visits and sales calls, within a comprehensive model of customers' assessments of service quality and value. It is estimated with survey data that describe small business customers' ratings of a local telephone company. In contrast with marketing folklore, most employee service encounters do not affect perceived service quality, but they have a strong effect on perceived service value. By quantifying the effect of sales calls, repair visits, billing contacts and so forth, we find that service encounters frequently do not compensate for service failures and disruptions.

Automatic access to information service providers

Abstract: A short dedicated code, such as an N11 telephone number, is used to access an information source selected from a large number of voice, data, facsimile and/or video services offered by information service providers. The system can use a single N11 number for all calls, or a first code number for preprogrammed call processing and a second number for casual access. The system can route an information service call based at least in part on preprogrammed selection data for the caller stored in a central data base, or can prompt a casual caller for various inputs to determine which service the caller currently wants to access. The disclosed system of call routing eliminates the need for information service users to know a large number of different telephone numbers to access a variety of information services. In the preferred embodiments, the user only needs to know one or two three-digit N11 type access numbers, such as 211 or 511. Because of the use of a programmable central data base, the system can provide customized routing and call processing procedures for different customers and for accessing different providers' services. Also, the system allows easy modification and updating of the stored data to suit a customer's current needs for accessing different information sources. The system can also provide access authorization procedures as defined by the customer or as defined by the information service provider.

Cellular telephone real time account administration system

Abstract: A cellular telephone call administration system processes detailed call records from a cellular switch as the calls are processed. This arrangement expedites automatic, electronic distribution of detailed call records to resellers and service provider billing facilities and to the roam billing clearing house. The call administration system, without operator intervention, provides a metered billing class of service to customers as an aid to controlling their cellular communication expenses; and provides for registration of roam sets for service on a cellular switch without need for a billing agreement with the set's home carrier.

Service Encounters as Rites of Integration: An Information Processing Model

Abstract: We propose that service encounters the interaction between customers and employees can be conceptualized, and managed, as rites of integration. Rites of integration are defined as planned social interactions that have the objective of achieving "a temporary sense of closeness" between customers and service providers. We argue that such rites help to establish the appropriate level of psychological involvement or the appropriate degree of psychological closeness between the service provider and the customer. Psychological involvement facilitates a the sharing of information by customers and employees that is necessary for service production and b the favorable evaluation, by customers, of the service delivery process. We describe and give examples of different types of rites that result in varying levels of involvement. We conclude by offering propositions for the consequences associated with customers having their expectations of involvement confirmed or disconfirmed. These consequences include the importance of a "zone of indifference" around individual expectations of levels of involvement and the negative effects of too much closeness between the employee and customer.

The Multidimensional Nature of Service Facilities

Abstract: Notes how service encounters have tended to be viewed as an interaction between service providers and service customers. Examines situations where the main encounter is the interaction between the facility and the customer. Considers different perspectives for planning service facilities – operational, locational, atmospheric/image, consumer use, contact personnel. Argues that congruent facilities are those that can succeed in integrating these competing perspectives.

Multiplexing of communications services on a virtual service path in an ATM network or the like

Abstract: An asynchronous transfer mode (ATM) network or the like having a plurality of switches which may each be coupled with a central service provider over a virtual service path. Service requests, grants of service, and other control information for the network may then be communicated between each of said switches and the central service provider over virtual communication channels within said virtual service path. The disclosed method and apparatus provides for efficient communication of service requests and service grants without requirement to establish new communications paths between the individual switches and the central service provider for each request. Further, the ATM network may be managed by the central service provider as a logical star network.

SERVQUAL as a Measuring Instrument for Service Provider Gaps in Business Schools

Abstract: Student evaluation of the education they receive has long been an area of concern to academics and institutions. A recent paper identified more than 1300 articles and books dealing with research on student ratings of teaching [Cashin 1990]. Most tertiary institutions require it of their academic staff to evaluate their teaching. Most serious teachers have recognised evaluation's importance in being able to assess the quality of the product they deliver, to manage it, and to improve it. Yet there is certainly no standard approach to the evaluation of the education quality, and this would be particularly true of schools of management and business. Management teachers and also institutions, would probably admit to being frustrated at some time or another in their efforts to assess the quality of the education and related services they provide. In 1983 Lovelock identified part of the problem in service organisations as being related to inbreeding: “… Most hoteliers have grown up in the hotel industry. And most hospital and college administrators have remained within the confines of health care, or higher education, respectively” [Lovelock 1983]. Such relatively constrained exposure reduces the objectivity in determining service requirements and sensitivity to the external influences setting them. It is plausible that managers of institutions of higher management rationalise their attitudes towards the quality of service [as opposed to education the product] as follows: “MBAs expect things to be tough”; or, “Executives like to get ‘back to boarding school or residence’, it makes them feel young again/like real students again/like they're in a real learning environment.”

Achieving Service Quality Through Gap Analysis and a Basic Statistical Approach

Abstract: Postulates that the use of some key ideas from statistical control thinking can improve service quality. Explores the identification and analysis of gaps in perceptual differences between service customers and service providers as a way of adopting a statistical control philosophy in a service environment. Argues that such a method provides excellent information for creating a true customer‐centred approach to service delivery, being practical, simple in operation and useful for both immediate and long‐term strategic impact.

Sex differences and small-business performance among canadian retailers and service providers

Abstract: This paper examines the extent to which there are sex differences in the experience, education, and motivation of small Canadian retailers and service providers. It explores the manner in which observed differences relate to business performance. The paper suggests that the explanatory power is not strong among those variables commonly considered to account for differences in the performance of men's vs. women's firms. It indicates that other factors must be sought to account for performance differentials.

Applications platform for a telephone system gateway interface

Abstract: A system is disclosed for providing enhanced call service and call routing functions from a centralized location on a telephone network line through gateway connections to service providers. A multiple function interface located between a paystation and an originating central office includes a monitoring circuit for monitoring call signals from the paystation, circuits for obtaining coin or card billing information from the paystation and a control circuit for verifying the payment information and selectively directing the call to a service provider to bypass the originating central office. The interface uses an applications platform to communicate with the network and data bases. The platform assists in operations, maintains files and records, and functions as a communications protocol converter for the interface. The platform enables calling customer service preferences to be acertained automatically during call set-up upon receipt of billing information.

Information technology as a service operation

Abstract: Research into service management has revealed concepts and ideas which may be usefully applied in other management settings. In order to evaluate their potential relevance to managing information technology (IT), several aspects of service management are explored, including the nature of service products, customer-supplier contact, the design of service delivery systems, and measuring and achieving service quality.

Conveying Service Quality Through Advertising

Abstract: Reports on a study attempting to understand whether, and how, service providers try to communicate quality of their services via advertising. Finds that few quality cues are present in magazine advertising for services. Offers examples and suggestions for the effective conveying of quality through advertising messages.

Concerns about School-Linked Services: Institution-Based versus Community-Based Models.

Abstract: The systems that serve families and children should address the basic developmental needs of children. Those needs can best be met within a broadly defined service system that offers both services to promote general development as well as services to respond to the specific problems of individual children in trouble. The question the authors address is whether the model of school-linked, integrated services that places the school in the central position to facilitate access to the range of necessary services is the best approach. Although the school may seem like the logical choice as the lead institution, the authors cite arguments against building a governance structure that favors any single institution. They contend that multiple access points are essential for serving all children in a community and that citizens should participate in defining their community's needs and the strategies for meeting them. Chaskin and Richman present an alternative to the school-based model: they describe the community-based model, in which a diversity of service providers, administrative contexts, and institutions work under collaborative governance in a system of linked services. A community-based system involves the major public and private entities in the community, including schools, social services, churches, health providers, and other community organizations which collaborate within a consortium of existing agencies or a newly created entity. (Abstract Adapted from Source: The Future of Children, 1992. Copyright © 1992 by The David and Lucile Packard Foundation) Model School Based Community Based Child Development Youth Development Social Services Intervention 02-04

Mobile address management and billing for personal communications

Abstract: Use of a 'location authority' and a separate 'billing authority' for personal identification numbers (PIDs) is proposed to exploit the existing telephone infrastructure. A mobile PID has no inherent location or routing information. A 'location authority' is responsible for tracking the PID's current location and detecting duplicate PID usage. A 'billing authority' operates like a credit card company, offering on-line credit and service profile verification. A PID could have several 'billing authorities' responsible for maintaining the users service profile and guaranteeing payment to service providers. The author examines transactions, database requirements, and billing for log-in and call set-up under the proposed concept. >

Can People with Severe Mental Retardation Consent to Mutual Sex

Abstract: One of the most pressing issues confronting service providers who work with people with severe mental retardation is how to negotiate mutual sex behaviors which occur among this population. Uncertainty surrounding whether individuals have the capacity to consent, fear of legal repercussion, and staff not understanding what their responsibilities and roles should be, each contribute to the difficulty which the service provider experiences. This article examines in detail all aspects of consent and ways for determining consent as well as the responsibilities an interdisciplinary team has for managing mutual sex behaviors.

The quality of family planning services in rural China.

Abstract: This article provides a preliminary analysis of 3 aspects of service quality in 4 rural counties in China--availability of contraceptive methods information given to users and provider knowledge about methods. Contraceptive choice and characteristics of contraceptive use by women in the study areas are also examined. The data are derived from a survey carried out by the authors in 1987 under the auspices of Chinas State Family Planning Commission. The survey was conducted in 4 rural counties located in Fujian and Heilongjiang provinces. A total of 318 married women of reproductive age were randomly selected and interviewed. All family planning service sites serving the women were visited and a sample of service providers was interviewed. No shortage of contraceptives existed in any of the counties but variations in community wealth and local procurement practices resulted in the acquisition of an IUD with high failure rates. Although providers believe they inform women about method choices and side effects women were poorly informed about the methods they chose. Not all providers who insert IUDs and distribute pills were knowledgeable about contraindications and side effects of the various methods. Ever-use of contraception was nearly 100% but most women especially those in Heilongjiang have used only 1 method--IUD or sterilization. Improvements in quality especially in method mix providers level of knowledge and the quality and quantity of information provided to users will likely improve contraceptive continuation client satisfaction and womens health. (authors)

Residential attitudes and knowledge, use, and future use of home support agencies.

Abstract: Critical review of the health and social service use literature reveals a need to elaborate on the dynamics of factors identified in the behavioral models applied to this field. In particular, research has tended to omit direct measures of attitudes and awareness of social services, including their interrelationships. This study examines determinants of knowledge, use, and future use of local home support agencies among a sample of community-dwelling elderly over the age of 74 living in Kitchener-Waterloo, Ontario. Measures of domestic self-reliance, independent living and perceptions of futurity are incorporated into the analysis. Logistic regression is used to test the models. The results show that attitudes regarding domestic self-reliance and independent living influence use of home support agencies largely through their impact on service awareness. Interestingly, these relationships are opposite to those hypothesized. Education is also found to be a predictor of knowledge of home support, and living arrangement, health status measures, and knowledge arise as important predictors of use and future use. The findings are discussed in terms of their implications for the underlying behavioral models, and for service providers and policymakers.

Cultural Leadership in Service Organizations

Abstract: Discusses the relationship between the distinguishing characteristics of service delivery and the key components of an organizational culture. Argues that in order to provide high quality service delivery it is advantageous to develop a shared set of cultural values focusing on service provider responsibility, quality and delivery to customers. Presents four principles for cultural leadership in service organizations. Concludes by suggesting several future leadership challenges for service firms.

Substance abuse treatment management information systems: balancing federal, state, and service provider needs.

Abstract: There is increased interest in documenting the characteristics and treatment outcomes of clients served with Alcohol, Drug Abuse, and Mental Health Block Grant funds. The evolution of federal client-based management systems for substance abuse treatment services demonstrates that data collection systems are important but require continued support. A review of the Massachusetts substance abuse management information system illustrates the utility of a client-based data set. The development and implementation of a comprehensive information system require overcoming organizational barriers and project delays, fostering collaborative efforts among staff from diverse agencies, and employing considerable resources. In addition, the need to develop mechanisms for increasing the reliability of the data and ongoing training for the users is presented. Finally, three applications of the management information system's role in shaping policy are reviewed: developing services for special populations (communities of color, women, and pregnant substance abusers, and injection drug users), utilizing MIS data for evaluation purposes, and determining funding allocations.

Health Care Services for Children and Adolescents.

Abstract: The authors of this paper identify risks to health and other factors that determinethe need for health care services among children and adolescents. They documentservice utilization patterns in the areas of well-child care and immunizations, acuteambulatory care and hospital services, and injury prevention. They also acknowledgethe special health care needs of adolescents and of children with chronic illnesses.It appears that neither the traditional personal health service delivery system nor thepublic health system alone can effectively provide all of the health services childrenneed. Collaboration between public health and personal health service providers isessential to future efforts to improve the health of children and adolescents. Recom-mendations include development of community-based preventive care programs inall parts of the country, extension of current traditional primary care capabilities,assurance of access to primary care services, enhancement of public health activities,expansion of specialized adolescent health programs, and coordination of a com-prehensive set of medical and other services for children with chronic illness andtheir families. The authors conclude that, to be effective, future health systemreforms must be implemented through a coordinated program of care rather thanthrough competing systems of services.

Corporate Service Linkages in Large Metropolitan Areas: A Study of New York, Los Angeles, and Chicago

Abstract: Some urban analysts contend that suburbs provide the same economic functions as the central city, and others argue that they lack the agglomeration economies necessary for high-level corporate activities, especially financial, business, and professional services. The author compares the suburbs and central cities of the nation's three largest consolidated metropolitan statistical areas-New York, Los Angeles, and Chicago-as providers of several corporate services, analyzing where the largest companies obtain accounting, actuarial, banking, investment banking, and legal services. Both central-city-and suburban-based companies rely mostly on central-city-based service providers, and this reliance increases with company size.

Managing for Service Quality

Abstract: The philosophy of service/customer first approaches the political process analysis of needs the organization of services the service relationship.

Distributed data processing system providing a distributed stream software environment to enable application on a first system to use driver on a second system

Abstract: A distributed data processing system includes at least a first data processing system and a second data processing system. The first data processing system includes an application that is connected by a full duplex data transfer path to a transport provider service. Transport provider service couples the first data processing system with the second data processing system. The second data processing system has a similar transport service provider. This transport service provider is coupled to a full duplex data transfer path. A full duplex data transfer path to a remote driver may be opened by the application of the first data processing system. This application may also cause various modules to be pushed on to this data transfer path.

The creation of family planning service stations in China.

Abstract: The reasons behind Chinas new system of family planning stations are examined and the findings of a study on how well the stations have performed so far are reported. When China began its massive birth control effort in the 1970s community health workers -- "barefoot doctors" -- served as the main source for contraceptive services. But between 1978-82 changes in Chinas rural policy led to a 33% reduction in the number of barefoot doctors and also changed their emphasis of work from preventive to curative care. Township-level hospitals providing family planning services began facing overcrowding and manpower shortages making it difficult to meet family planning goals. And in 1981 2 years after the introduction of the 1-child-per-couple policy the State Family Planning Commission was elevated to ministerial status. Desire to alleviate the difficulties faced by the township hospitals and to have greater control over the cost and provision of family planning services the commission devised the family planning station model. This approach separates family planning service delivery from rural health institutions. In 1987 the success of the stations in meeting the following stated goals were investigated: improving the availability and quality of services. In both the Fujian and Heilongjiang provinces the family planning performance of a county with a new family planning station was examined and compared with the performance of a county without a station. Clients service providers and community officials were interviewed. The study revealed that the stations so far have improved the availability and accessibility to family planning services but have not improved their quality.

The Impact of Formalization on Warehousing Firms

Abstract: Many of today's most successful companies have decided to focus on their core business and purchase other functional needs from outside vendors. Time and resource constraints make utilization of public or contract warehousing providers an attractive option. Because of their specialized expertise, external warehousing firms are often able to deliver services in a more cost‐effective and efficient manner. The researchers examined differential capabilities among warehousing service providers based upon the degree of formalized internal processes developed. Formalization was shown to impact: 1) the average number of services provided; 2) the average number of computer applications used in providing services to customers; and 3) the average number of installed technologies within the respondent firms. More highly formalized firms are positioned to be able to “offer more”.