Showing papers on "Service quality published in 1989"
TL;DR: The next generation of marketers will have to consider more than just sales and marketing tactics when thinking about how to promote their products and services online.
Abstract: Providers of professional services recently have awakened to consumer challenges, competition, and the realities of marketing. With these changes, a related and equally important issue has emerged—...
1,156 citations
Journal Article•
TL;DR: Findings support a framework of relationships among service quality, customer satisfaction, and behavioral intention for service purchases and implications for theory, service marketing, and future research are discussed.
Abstract: Based on the service quality and script theory literature, a framework of relationships among service quality, customer satisfaction, and behavioral intention for service purchases is proposed. Specific models are developed from the general framework and the models are applied and tested for the highly complex and divergent consumer service of overnight hospital care. Service quality, customer satisfaction, and behavioral intention data were collected from recent patients of two hospitals. The findings support the specific models and general framework. Implications for theory, service marketing, and future research are discussed.
1,068 citations
TL;DR: De Brentani et al. as mentioned in this paper report that new industrial services share important success factors with physical goods, such as the firm's market orientation, a formal service development process, project synergy and a truly superior new service offering.
446 citations
Book•
01 Jan 1989
TL;DR: Part I The Basic Building Blocks: Understanding the Service Consumer and Configuring the Service Firm.
Abstract: Part I The Basic Building Blocks. Chapter 1- The Service Revolution. Chapter 2- Understanding the Service Consumer. Chapter 3- Understanding the Service Operation. Chapter 4- Understanding the Service Worker Part II Configuring the Service Firm. Chapter 5- The Service Operations. Chapter 6- The Physical Setting. Chapter 7- The Service Employees. Chapter 8- Communications Strategy. Chapter 9- Pricing Policy. Part III Competing as a Service Firm. Chapter 10- Competing as a Service Firm: Generic Competitive Strategies. Chapter 11- Customer Satisfaction System. Chapter 12- Service Recovery. Chapter 13- The Customer Retention System. Chapter 14- Competing as a Service Firm: Service Quality.
281 citations
TL;DR: In this article, the importance of people and internal marketing in the changing environment of service industries, definitions and measurement of service quality, and the service quality/customer care programs presently being developed and implemented are reviewed and attention is focused on the importance and importance of human resources in the context of service industry.
Abstract: Quality in the service sector is of increasing concern to both academics and practitioners. Previously published material is reviewed and attention is focused on the importance of people and internal marketing in the changing environment of service industries, definitions and measurement of service quality, and the service quality/customer care programmes presently being developed and implemented.
257 citations
TL;DR: This article investigated the relative importance of these dimensions as perceived by participants in four selected public recreation programs, and found that reliability consistently emerged across programs as the most important dimension of service quality, and in three of the four programs empathy received the least support.
Abstract: Earlier research that focused on selected commercial services suggested that from the user's perspective the concept of service quality consists of five main dimensions. The present study investigated the relative importance of these dimensions as perceived by participants in four selected public recreation programs. To ensure diversity in the type of programs included, a taxonomy was used to guide program selection. It was hypothesized that dimensions of service quality would not be of equal importance to participants in the selected recreation programs, and the hypothesis was supported. Reliability consistently emerged across programs as the most important dimension of service quality, and in three of the four programs empathy received the least support.
223 citations
TL;DR: In this paper, a study showed that customers will complain to management if the problem is severe and if they are encouraged to participate in service management, whereas if service firms create barriers within the complaint handling process and set up luxury oriented and aloof service images, customers will adopt more harmful negative word of mouth forms of complaining.
Abstract: Discusses customer dissatisfaction and how it is expressed. Reports on a study showing that customers will complain to management if the problem is severe and if they are encouraged to participate in service management, whereas if service firms create barriers within the complaint‐handling process and set up luxury‐oriented and aloof service images, customers will adopt more harmful negative word of mouth forms of complaining. Proposes ways of managing customer complaints, for controlling the more harmful types of dissatisfaction and for maximizing opportunities to develop loyal customer bases through effective handling of problems.
206 citations
TL;DR: In this article, the expectations and experiences of providers and consumers can provide special insight into the services evaluation process and perceived service quality, by evaluating both professionals' and consumers' perspectives, differences in perceptions can be identified and characterized.
Abstract: Providers of professional services have recently awakened to consumer challenges, competition and the realities of marketing. Looking at the expectations and experiences of providers and consumers can provide special insight into the services evaluation process and perceived service quality. By evaluating both professionals’ and consumers’ perspectives, differences in perceptions can be identified and characterized. Inconsistencies in perceptions between two parties to an exchange may result in dissatisfaction, while positive consistencies in these assessments aid in building on-going relationships.
191 citations
TL;DR: In this article, the authors investigated the effect of various consumers' demographic characteristics on service quality expectations and concluded that demographic characteristics had a significant impact on the quality of consumer service quality.
Abstract: Explores the segmentation by service marketers of the consumer market on the basis of service quality expectations. Measures consumer expectations and various quality dimensions for three commonly purchased professional and three non‐professional services. Evaluates the effect of various consumers′ demographic characteristics on service quality expectations. Concludes with a discussion of research and managerial implications.
182 citations
Journal Article•
138 citations
TL;DR: In this article, customer service is a conceptual unifying factor for integrating marketing and logistics, and the channel system is introduced as the vehicle by which buyer/seller relationships must be analyzed to understand formation of buyer expectations, interaction of marketing and Logistics activities, and subsequent customer service performance.
Abstract: Recent emphasis on customer service in both the academic and trade literature reveals a growing but confusing body of knowledge. Both the marketing and logistics disciplines have offered varying definitions of customer service, but have failed to offer a comprehensive framework which represents customer service and its related marketing and logistics issues. This article offers the viewpoint that customer service is a conceptual unifying factor for integrating marketing and logistics. The channel system is introduced as the vehicle by which buyer/seller relationships must be analyzed to understand formation of buyer expectations, interaction of marketing and logistics activities, and subsequent customer service performance. The institutional, behavioral, and physical dimensions of channel activity influence many of the marketing and logistics decisions made by management. The framework offered in this article differs from previous efforts in that customer service is the output of the unified activities of marketing and logistics. It considers marketing and logistics decisions jointly, re-evaluates and expands the production function in logistics, and ties customer service to customer satisfaction or dissatisfaction.
TL;DR: In order to achieve a competitive advantage from customer service, it is necessary to establish service-level as part of the firm′s overall marketing strategy as discussed by the authors, and a methodology for integrating customer service and marketing strategy is presented.
Abstract: Although significant advances have been made in customer service
research, a majority of this research has concentrated on defining and
measuring the importance of customer service in isolation from the other
components of the marketing mix. In order to achieve a competitive
advantage from customer service, it is necessary to establish service
levels as part of the firm′s overall marketing strategy. This monograph
reviews the development of customer service; evaluates past customer
service research; presents a methodology for integrating customer
service and marketing strategy, and provides some suggestions for future
research.
Journal Article•
TL;DR: In this article, the authors propose that service quality can be improved by focusing on customer problems and describe a problem-centred research program used to establish the types and pervasiveness of customer problems, and evaluate the effect of each on customer satisfaction.
Abstract: Proposes that service quality can be improved by focusing on customer problems. Describes a problem‐centred research program used to establish the types and pervasiveness of customer problems and to evaluate the effect of each on customer satisfaction. Makes it possible to identifycritical problem areas and to establish service priorities accordingly. Offers recommended guidelines for designing and conducting problem‐centred consumer research.
TL;DR: In this paper, a case study about a large supplier of office e equipment active in the Dutch market is presented, where the perceptions of the industrial customer on after sales services are compared with the view the service managers in the company have about these customer perceptions.
TL;DR: In this article, the authors propose an effective customer satisfaction program that focuses on satisfaction audits, service strategy development, employee relations, implementing tactics, and maintenance and feedback, and concludes that marketers must ultimately have a good understanding of the marketplace.
Abstract: Proposes an effective customer satisfaction program. Demonstrates that successful services companies have service packages, such as minimum service requirements and value added services that distinguish them from competitors. Offers five steps to greater customer satisfaction that focuses on satisfaction audits, service strategy development, employee relations, implementing tactics, and maintenance and feedback. Concludes that marketers must ultimately have a good understanding of the marketplace.
TL;DR: In this article, the authors explored the determinants of service quality as perceived by a sample of 50 small businesses and reported their overall rating of the level of service received from their bank, their reasons for that rating and their assessment of the importance of 55 service factors.
Abstract: The UK clearing banks are aiming to gain a differential advantage by improving the quality of their service. Some of the findings of a research study which explored the determinants of service quality as perceived by a sample of 50 small businesses are reported. Small business′ overall rating of the level of service received from their bank, their reasons for that rating and their assessment of the importance of 55 service factors are described.
TL;DR: In this article, an investigation of customer care in major UK organisations in the financial services sector, to include banks, building societies and insurance companies, was carried out, focusing on the need for customer care and service quality.
Abstract: Findings are presented from an investigation of customer care in major UK organisations in the financial services sector, to include banks, building societies and insurance companies. Attention was focused on the need for customer care and service quality, and the development, implementation and evaluation of customer care/service programmes, as well as associated staff and management training activities.
TL;DR: In this paper, the authors used a network optimization model for assisting motor-carriers in the analysis of various operating strategies and network configurations by globally considering the design of the service network of the company and the routing of freight through this network under the double criteria of economic efficiency and service quality.
Abstract: This paper reports on the use of a network optimization model for assisting motor-carriers in the analysis of various operating strategies and network configurations by globally considering the design of the service network of the company and the routing of freight through this network under the double criteria of economic efficiency and service quality. The methodological aspect of the approach is presented, along with experimental results obtained from various scenario analyses at two large motor-carriers.
Book•
01 Jan 1989
TL;DR: The Complete Guide to Customer Service as discussed by the authors is a practical real-world guide to what customer service is all about, showing managers in the customer service industry why it makes sense to keep customers happy and how to do it.
Abstract: All too often companies overlook their most important competitive weapon - their customers. Linda Lash, Director of Training at Avis International, one of the most famous names in customer service, understands the close connection between customer satisfaction and profitability and market share. The result is a practical real-world guide to what customer service is all about - showing managers in the customer service industry why it makes sense to keep customers happy and how to do it. In "The Complete Guide to Customer Service" Lash shows readers how to recruit and select the right people; how to train, develop, and motivate them to deliver top-notch service; what to do when there's a hitch in customer service; how to measure and evaluate the actual service being delivered, and much more. There are also "real life" examples of both good and bad corporate customer service - including Avis, Michelin, McDonald's, Marriott, Disneyworld, Pizza Hut, and others.
TL;DR: In this article, the authors present a definition of customer service based on six dimensions: flexibility, "fault-freeness" and a framework of time, which can be easily measured, while style, steering and safety are more difficult to measure.
Abstract: If quality of service is to be delivered operationally by a service organisation it requires a rigorous description of the dimensions of customer service. The article presents a definition of customer service based on six dimensions: flexibility, ‘fault-freeness' and a framework of time are all ‘firm’ dimensions which can be easily measured, while style, steering and safety are ‘soft’ dimensions which are more difficult to measure. A service organisation can carry out an operational audit of the delivery of customer service and may establish its position according to performance against these six dimensions of customer service.
TL;DR: In this article, the authors argue that combining the management aspects of product quality, service quality and computer software quality with customer perceived quality is essential in order to produce a total holistic quality environment.
Abstract: Discusses how service quality lags behind product quality. Contends that combining the management aspects of product quality, service quality and computer software quality with customer perceived quality is essential in order to produce a total holistic quality environment. Presents nine lessons learned in the pursuit of service quality. Asserts that the lessons stem from academic research and practical experience. Concludes that regardless of opinions on the quality of services, it is necessary to prepare for more intense competition in the future. Contends that holistic quality is taking TQM further, emphasising the interaction between quality of goods, services and computer software directed towards the internal as well as the external customer.
Book•
25 Sep 1989
TL;DR: In this article, the authors look at the context laying the foundations - inside the company, with customers devising the customer care programme - the first control quality designing your own service system - second control quality the quality of what you sell - the third control quality how to sell customer care to employees training and transactional analysis handling complaints going public.
Abstract: Looking at the context laying the foundations - inside the company, with your customers devising the customer care programme - the first control quality designing your own service system - second control quality the quality of what you sell - the third control quality how to sell customer care to employees training and transactional analysis handling complaints going public - customer care launch how to sell customer care to your customers - with the help of your employees post-launch - the toughest time.
Journal Article•
TL;DR: In this article, the authors constructed a model which breaks down customer contact in consuming a service into six steps: search, arrival, precontact, contact, withdrawal, follow-up.
Abstract: The authors have constructed a model which breaks down customer contact in consuming a service into six steps: search, arrival, pre‐contact, contact, withdrawal, follow‐up. They argue that this “journey” should be mapped out by service organisations and the key points carefully managed.
TL;DR: In this paper, the results of a postal questionnaire to 62 award-winning hotels in the United Kingdom were presented, where the authors evaluated the importance of the awards to the hoteliers and how he perceives them as a recognition of service quality and the promotional value of each award, indicating resultant levels of activity.
Abstract: This article presents the results of a postal questionnaire to 62 award-winning hotels in the United Kingdom. An examination of the methodology employed and the response rate is followed by an analysis of the operating profile of the hotel, and the personal background of the operators. Hoteliers define the determinants of service quality and how they monitor the quality of their service provision. An evaluation of the qualitative award schemes shows the importance of the awards to the hotelier and how he perceives them as a recognition of service quality. The final section considers the promotional value of each award, indicating resultant levels of activity.
Journal Article•
TL;DR: In this article, the quality of service and customer care in the context of the marketing of services are considered, focusing on the distinguishing characteristics of services, definitions of service quality and the use of consumer research assessing expectations of and satisfaction with service quality.
Abstract: The quality of service and customer care in the context of the marketing of services are considered. The focus on the distinguishing characteristics of services, definitions of service quality and the use of consumer research assessing expectations of and satisfaction with service quality - providing examples from a variety of organisations. Particular attention is given to the interpersonal interactions between contact personnel in service companies and customers, and the need for internal marketing, a consumer orientation, and the consequent provision of customer care, with reference to a number of examples in the tourism and finance service sectors.