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Showing papers on "Service system published in 1992"


Journal ArticleDOI
TL;DR: In this article, the authors propose a model analogous to the production process model, which has achieved such universal recognition in the world of manufacturing, and suggest that the volume of customers processed per business unit per day correlates with six classification dimensions develo...
Abstract: Over the years manufacturing managers have been unified by their acceptance of certain terminology to describe generic production processes. This has facilitated the sharing of ideas and management techniques and the development of our understanding of process choice implications on manufacturing strategies. In the service literature, no process model has been so powerful or pervasive as the manufacturing model. Postulates that a service typology which transcends narrow industry boundaries may lead to some cross‐fertilization of ideas and to an understanding of the management methods and techniques appropriate to each service type. Proposes a model analogous to the production process model, which has achieved such universal recognition in the world of manufacturing. Just as production volume is used in the latter model to integrate a wide range of production process dimensions, so suggests that the volume of customers processed per business unit per day correlates with six classification dimensions develo...

583 citations


Journal ArticleDOI
TL;DR: In this paper, the authors report that the intensity and variety of client participation during the service delivery process is predictive of positive word-of-mouth and referrals, and that these results support interactive marketing management in the field of complex services and can help the creation of a specific service delivery system.
Abstract: Considers which interactive marketing behaviours will result in the broadest word‐of‐mouth or the largest volume of new client referrals. Suggests that the intensity and variety of client participation during the service delivery process is predictive of positive word‐of‐mouth and referrals. Reports on a study examining participation during service delivery which highlighted four key factors – tangibility, attendance, empathy and meaningful interaction. Maintains that these results support interactive marketing management in the field of complex services and can help the creation of a specific service delivery system.

200 citations


Journal ArticleDOI
TL;DR: In this paper, the assessment of service quality as perceived by consumers is examined, and the authors identify and rank the attributes for good and poor quality of five selected types of services: physician service, retail banking, auto maintenance, college/university, and fast food.
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...

179 citations


Journal ArticleDOI
TL;DR: In this paper, the role of customer service encounters with service employees within a comprehensive model of customers' assessments of service quality and value is investigated, and it is estimated with survey data that describe small business customers' ratings of a local telephone company.
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.

127 citations


Patent
01 Oct 1992
TL;DR: In this paper, the operator service system records the request for call completion, any details of the connection to the identified station necessary for billing and the identity of the requesting terminal, which is forwarded to identified service operator who in turn adds charges for directory assistance and for the call completion to the user's bill for wireless communication services.
Abstract: A user of a wireless communication service, e.g. a cellular telephone subscriber, can dial directory assistance; and upon request, the operator service system (OSS) will complete a call connection to a station identified in a retrieved directory listing. The switching office of the wireless communication system will forward data to the operator service system and will provide a connection of the call to the operator service system, both via a dedicated trunk. This trunk utilizes Feature Group D signaling. The OSS identifies the particular carrier providing the wireless communication service based on the identification of the dedicated trunk. The operator service system records the request for call completion, any details of the connection to the identified station necessary for billing and the identity of the requesting terminal. All of this data is forwarded to the identified service operator who in turn adds charges for directory assistance and for the call completion to the user's bill for wireless communication services.

112 citations


Journal ArticleDOI
TL;DR: In this article, the authors focus on seven key operational issues that may be critical to achieving a productive and smoothly running service operation and the ideal strategy is one that achieves synergy between marketing and operational objectives.

53 citations


Journal ArticleDOI
TL;DR: In this paper, no method of classifying mental health services is accepted by all service sectors and no standardization of methods must be achieved, because classification is central to understanding the service delivery system for children and families.
Abstract: Currently, no method of classifying mental health services is accepted by all service sectors. Because classification is central to understanding the service delivery system for children and families, standardization of methods must be achieved.

41 citations


Journal ArticleDOI
TL;DR: In this paper, three methods are described that have been utilized to monitor the progress of children receiving services within a public service delivery system, including the measurement of daily adjustment, residential and educational service tracking, and an approach for integrating and displaying individual case information related to child behavior, life and family events, services received, and service costs.

39 citations


Journal ArticleDOI
TL;DR: Chaskin and Richman as mentioned in this paper proposed a model of school-linked, integrated services that places the school in the central position to facilitate access to the range of necessary services.
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

39 citations


Patent
28 Aug 1992
TL;DR: In this paper, the authors proposed an improved communication system and call processing methods where each subscriber to a multiple directory number per line (MDNL) type service and to a message storage and retrieval service individually selects how these two services will interact.
Abstract: The present invention provides improved communication systems and call processing methods wherein each subscriber to a multiple directory number per line (MDNL) type service and to a message storage and retrieval service individually selects how these two services will interact. Specifically, the subscriber has the option to set control data for selecting which directory number the switching system transmits at the time of forwarding calls to the system which provides the message service. If the subscriber selects a first option, the switching system transmits the directory number actually dialed to the message service system. If the subscriber selects a second option, the switching system transmits a predetermined one of the assigned directory numbers to the message service system. In one embodiment, the system also offers the subscriber a third option. If the subscriber selects the third option, the communication system will in some way prevent the storage of messages by the service system if the caller has dialed a preselected one of the assigned directory numbers.

35 citations


Journal ArticleDOI
TL;DR: In this article, the authors discuss the relationship between the distinguishing characteristics of service delivery and the key components of an organizational culture, and suggest four principles for 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.

Journal ArticleDOI
TL;DR: It appears that neither the traditional personal health service delivery system nor the public health system alone can effectively provide all of the health services children need.
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.

Patent
24 Jan 1992
TL;DR: A telephone answering service system as discussed by the authors is a system in which calls to a telephone which can not be answered are forwarded to a unique number identifying a line in a first telephone company (TELCO) service and immediately forwarded by the first TELCO service to a second Telco service which uniformly distributes received calls over a group of lines connected to the answering service.
Abstract: A telephone answering service system in which calls to a telephone which can not be answered are forwarded to a unique number identifying a line in a first telephone company (TELCO) service and immediately forwarded by the first TELCO service to a second TELCO service which uniformly distributes received calls over a group of lines connected to the answering service and provides called number ID and line identification over a separate data line to the answering service The answering service has a number of operator stations where the status of the group of lines is displayed and processing data relative to the called party is available to answer and forward received calls to another number

Journal ArticleDOI
TL;DR: Two integer programming models for optimally scheduling controllable work simultaneously with shifts are presented and it was found that having front-line employees perform controLLable work did not degrade the desired level of customer service.
Abstract: There are two types of work typically performed in services which differ in the degree of control management has over when the work must be done. Serving customers, an activity that can occur only when customers are in the system is, by its nature, uncontrollable work. In contrast, the execution of controllable work does not require the presence of customers, and is work over which management has some degree of temporal control. This paper presents two integer programming models for optimally scheduling controllable work simultaneously with shifts. One model explicitly defines variables for the times at which controllable work may be started, while the other uses implicit modeling to reduce the number of variables. In an initial experiment of 864 test problems, the latter model yielded optimal solutions in approximately 81 percent of the time required by the former model. To evaluate the impact on customer service of having front-line employees perform controllable work, a second experiment was conducted simulating 5, 832 service delivery systems. The results show that controllable work offers a useful means of improving labor utilization. Perhaps more important, it was found that having front-line employees perform controllable work did not degrade the desired level of customer service.

Journal ArticleDOI
TL;DR: A case study of an attempt to modify one service delivery system is presented and analyzed in terms of social ecological theory, and recommendations are made for improving services to families, both directly and by means of system interventions.
Abstract: Difficulties in improving services for maltreated children can be attributed in part to misunderstanding of how the forces determining service availability and procedures operate. A case study of an attempt to modify one service delivery system is presented and analyzed in terms of social ecological theory. Recommendations are made for improving services to families, both directly and by means of system interventions.

Journal ArticleDOI
TL;DR: In this article, the authors review characteristics of service operations and strategies for management of productivity, capacity, growth, change, and competition in service systems from an operations management viewpoint, and present a survey of service organizations.

Journal ArticleDOI
TL;DR: It is known that each person in need of mental health services has available no more than an average of three treatment sessions from a mental health professional in any given year.
Abstract: We can understand the relevance of psychotherapy research for clinical practice only by considering the broader context of the psychotherapy service delivery system. Epidemiologic studies of the incidence and prevalence of emotional disturbance provide estimates of the need for services; surveys of providers and their practice patterns yield estimates of available resources to meet those needs; and studies of patient characteristics and patterns of psychotherapy utilization identify the constituencies served by the psychotherapy delivery system. From these data we know that each person in need of mental health services has available no more than an average of three treatment sessions from a mental health professional in any given year. Despite the fact that a small proportion of such individuals actually seek service, each such individual who consults the speciality mental health sector has available no more than an average of 10 treatment sessions. The most needy, particularly those lacking in education,...

Journal ArticleDOI
TL;DR: The identification and the construction of the basic rules that contain uncertain (vague, ambiguous, fuzzy) linguistic terms are described, as well as the specification of the membership functions that represent the meaning of such linguistic terms within the approximate reasoning framework.
Abstract: This paper presents the design of an approximate reasoning framework for an expert system prototype for a service centre of spare parts, to which customers bring failed items for repair. The design development is fundamentally based upon an analysis of a queuing model associated with the service centre system problem. This queuing model provides a prerequisite insight and the knowledge about such a service system. The building process for the framework is described in a case study utilizing the queuing model, namely, M/M/c repair systems with spares. The objective here is to aid management in determining certain decision policies and the capacities which are critical to them. Within the approximate reasoning framework, the identification and the construction of the basic rules that contain uncertain (vague, ambiguous, fuzzy) linguistic terms are described, as well as the specification of the membership functions that represent the meaning of such linguistic terms. Consistency of rules is studied in accordance with the internal relationships between system variables. Approximate Analogical Reasoning with a tree search is used as the inference engine of the expert system. Approximate reasoning results are compared with analytical results.

Journal ArticleDOI
TL;DR: Theories of human development, recommended by leaders in the field, are described as the framework for analyzing current and future intervention methods as mentioned in this paper, and clinical, research, social, and economic rationales for these service models are discussed to illustrate the origins of several decades of practice and research.
Abstract: The thesis of this article is that current models of intervention for infants and toddlers may be detrimental to some children and families. Theories of human development, recommended by leaders in the field, are described as the framework for analyzing current and future intervention methods. The clinical, research, social, and economic rationales for these service models will be discussed to illustrate the origins of several decades of practice and research. Conflicting research results and practical implementation problems will be described. This provides a context for illustrating how and why service models may fail to provide what currently accepted theories of development and research suggest is necessary for improved outcomes for children and families. Alternative approaches are discussed and include the necessity of comprehensive child and family needs assessment, the need for protocols for matching services with needs, interagency service system changes, and a range of service options that facili...


Patent
15 Feb 1992
TL;DR: In this paper, the authors proposed to improve customer service by adding point service to a bank POS system, where a cash card is provided with a magnetic stripe part 2 for recording data required for bank jobs and an IC chip part 3 for recording point data corresponding to the amount of money paied by a customer at any member shop.
Abstract: PURPOSE:To improve customer service by adding point service to a bank POS system. CONSTITUTION:A cash card 1 is provided with a magnetic stripe part 2 for recording data required for bank jobs and an IC chip part 3 for recording point data corresponding to the amount of money paied by a customer at any member shop. In the case of shopping at any member shop by the cash card 1, data in the magnetic stripe part 2 are transmitted through a POS terminal equipment 4 to a host computer 7 at the bank, a transfer processing from the deposit account of the customer to the deposit account of the member shop is executed concerning the paid amount and at the same time, point data corresponding to the paid amount are written in the IC chip part 3. When stored point data reach a prescribed value, service is provided to the customer and when the service is provided, a service point is subtracted from the number of stored points.

Journal ArticleDOI
TL;DR: The current status and future prospects of quality and productivity improvement efforts in business, especially in America, are assessed in this paper, where the authors present a picture of the state of the art of quality as a way of life in the service sector.
Abstract: Assesses the current status and future prospects of quality and productivity improvement efforts in business, especially in America. Presents a picture of the state of the art of quality as a way of life in the service sector. Lots of service operations lag behind manufacturers in making quality improvement a part of the corporate culture, not just an add‐on programme.


Journal ArticleDOI
TL;DR: This paper addresses changes in the prevalence, type, and severity of problems being presented by adolescents, and the familial, social, and cultural supports and context for adolescent behavior, to identify critical clinical and service system issues needing to be addressed if mental health and substance abuse services are to effectively meet the needs of adolescents and their families.
Abstract: This paper addresses changes in the prevalence, type, and severity of problems being presented by adolescents, and the familial, social, and cultural supports and context for adolescent behavior. Also described are the types of clinical training, financing, service system, and research supports that must be addressed if the field is to adequately meet the needs of adolescents with serious and persistent problems.

Dissertation
01 Jan 1992
TL;DR: In this paper, the authors used perceptual gap analysis, service blue printing, and soft systems methodology combined to explore both customers' and employees' perceptions of the service experience to improve the consistent delivery of service quality.
Abstract: Service quality is increasingly becoming an important issue for organisations to consider when attempting to satisfy customers and remain competitive in the marketplace. Delivering consistent service quality though appears to present difficulties for many organisations,but this can largely be attributed to the poor understanding of services and the poor understanding of the service quality concept. This thesis has illustrated how services and service quality can be better understood by its review of the literature and by discussing alternative perspectives. Service quality is considered to be a subjective,multi-faceted concept which exists in the mind of each and every individual in a unique way, but which may be partly controlled by understanding customers' separate expectations and their separate perceptions of the service as they pass through the service delivery system. The control and improvement of this service process is considered to be highly dependent upon the organisation's ability to keep customers' expectations within achievable parameters, and upon the service employees' ability to control the customers'perceptions as they pass through the service delivery system. Both the organisation's managers and employees though need to have a good understanding of customers' expectations and perceptions to ensure the consistent delivery of service quality. Several well established research techniques were used to collect empirical data to achieve the research aim in showing how the delivery of service quality can be understood more effectively by using both customers'and employees' perceptions of the service experience. This study illustrated how perceptual gap analysis,service blue printing,and the soft systems methodology can be combined to explore both customers'and employees' perceptions of the service experience. This resulted in the development of a new research technique which has been called 'perceptual blueprinting'. The study was carried out with the collaboration of one organisation in the UK roadside lodge sector where the consistent delivery of service quality is particularly crucial to its continued success. The results from the study have raised some important methodological and substantive issues surrounding the identification and control of service quality in both the roadside lodge sector and service industries in general,and subsequently should provide some value to both acaden-dcs and practitioners alike.

Journal Article
TL;DR: While the intent of the options for persons with developmental disabilities was to provide work opportunity, in fact, the evolving service system had a negative impact on persons served and their ability to function independently in the natural work environment.
Abstract: Segregated services for persons with developmental disabilities had been the rule and not the exception until the late 1970's (Scheerenberger, 1983). Traditionally services were provided in large or small custodial-like programs and facilities which resulted in severe restrictions on the individual's experience with a variety of non-disabled persons and integrated environments. These services while efficient in the maintenance functions of daily living did not provide a normalized lifestyle as compared to non-handicapped persons (Wolfensberger, 1977). Nevertheless, multiple services options did develop and expand, coinciding with the mandated deinstitutionalization movement (Scheerenberger, 1983) and developmental disabilities (DD) legislation which provided for comprehensive services to meet life-long needs for support-assistance. Within the service delivery system, vocational services was a component that developed late (Kiernan & Payne, 1982). In fact, it was not until the late 1960's that vocational services for persons with developmental disabilities received substantial attention (Kiernan & Payne, 1982, Whitehead, 1979). Williams (1967), in his analysis of renumerative employment for persons with mentally retardation stated, "Discussion of the occupation of profoundly retarded adults is almost nonexistent in the literature" (p. 18). The vocational system that developed, however, followed the same principles of the residential service component. This new system involved the expansion of the existing system to provide services to a population which previously was unserved. The sheltered workshop model in the case of vocational and employment services had gained widespread acceptance in general rehabilitation by 1960. Subsequently, between the late 1960's and 1970's there was a 300% increase in the growth of sheltered programs for persons with disabilities with the bulk of the growth in programs for the developmentally disabled population (Whitehead, 1979). Work and day activity services were added to the sheltered workshop approach to form a continuum or "flow through" system for the development of work skills or for providing a non-work day programming option for persons with developmental disabilities. (Bellamy, Rhodes, Bourbeaux, & Mank, 1986). While the intent of the options for persons with developmental disabilities was to provide work opportunity, in fact, the evolving service system had a negative impact on persons served and their ability to function independently in the natural work environment (Bellamy et al., 1986, Defazio & Flexer, 1983; Greenleigh, 1975; Pomerantz & Marholin, 1977; Whitehead, 1977). The traditional vocational service system that developed for the DD population has been a continuum of sheltered employment services and a variety of near-and non-work options. The basic criticisms of the workshop options (sheltered workshop or work activity) are: lack of training for "real" work, and conflicting service/employment goals or the duality of purpose problem. (Bellamy et al., 1986; Defazio & Flexer, 1983). Lack of training for "real" work can be seen when comparing competitive work or transitional employment programs to sheltered employment services. This training problem evolves, in part, around the types of work that sheltered facilities perform versus what types of work are commonly available in the competitive job market. Generally speaking, the workshop subcontracts work that no other business performs or that other individuals would not want to do (Gold 1973). Much of the work that is performed involves tasks such as collating and sorting of material, which are not major duties in the competitive work place. As a result, skills that are specific to these restricted jobs are not generalizable to competitive jobs. Moreover, according to the data provided by Greenleigh Associates (1975), U.S. Department of Labor (1979), and Bellamy et al., (1986), the national rate of placement out of sheltered facilities was under 10% during the period surveyed. …

Journal ArticleDOI
TL;DR: Based on a review of more than 200 abstracts from the ABI/INFORM database, seeks to provide a categorization of ES in the service sector and also to detail future needs in the application of this vital information technology in service operations.
Abstract: Despite previous work on expert systems in the manufacturing sector very few articles relate to a classification scheme for the application of Expert Systems (ES) in the service operations area. Based on a review of more than 200 abstracts from the ABI/INFORM database, seeks to provide a categorization of ES in the service sector and also to detail future needs in the application of this vital information technology in service operations. Enhances the manager′s understanding of ES technology and provides a perspective on how ES have been used in service operations.

Journal ArticleDOI
TL;DR: In this paper, the authors provide a framework to identify areas ripe for the implementation of IT to enhance and improve customer service, based upon the examination of the existing service delivery system of an organization and how applications of IT might change the interfaces among the various players (customers, employees, etc.) in the service delivery systems.
Abstract: More and more organizations are seeking innovative ways to use information technology (IT) for strategic advantage. One way to gain this competitive edge is by differentiating the services provided to customers. This paper provides a framework to identify areas ripe for the implementation of IT to enhance and improve customer service. The framework is based upon the examination of the existing service delivery system of an organization and how applications of IT might change the interfaces among the various players (customers, employees, etc.) in the service delivery system. Further, examples are presented to illustrate how some organizations have achieved superior service quality by creatively utilizing simple IT tools.