Planning and implementing effective service guarantee programs
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Keywords:
Service level objective
Service guarantee
Customer Service Assurance
Service product management
Service system
Differentiated services
A study for service quality is actively done but that for the quality level of the provided service recognized by the service provider for the same service, and for the difference in quality level of service use recognized by the service user is not relatively widely done. Thus, this study analyzed difference between the quality level of the provided service recognized by the service provider and the quality level of service use recognized by the service user, around administrative service as one of cores of the university service, and examined how difference between both service qualities have effect on business the business satisfaction level of the service provider. We measured the service level provided by the individual in charge of the administrative service of the A-university and examined the service quality in business by use of questionnaires. As the result, it was appeared that the quality level of the provided service recognized by the service provider for the same service quality was higher than the quality level of service use recognized by the service user. In addition, it was found that the quality level of the provided service recognized by the service provider had a significant effect on the service provider`s business satisfaction level but the quality level of service use recognized by the service user had not effect on the business satisfaction level of the provider.
Service level objective
Service guarantee
Service product management
Customer Service Assurance
Service desk
Business service provider
Differentiated services
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We lend theoretical insight to the service climate literature by exploring the joint effects of branch service climate and the internal service provided to the branch (the service received from corporate units to support external service delivery) on customer-rated service quality. We hypothesized that service climate is related to service quality most strongly when the internal service quality received is high, providing front-line employees with the capability to deliver what the service climate motivates them to do. We studied 619 employees and 1,973 customers in 36 retail branches of a bank. We aggregated employee perceptions of the internal service quality received from corporate units and the local service climate and external customer perceptions of service quality to the branch level of analysis. Findings were consistent with the hypothesis that high-quality internal service is necessary for branch service climate to yield superior external customer service quality.
Service level objective
Service guarantee
Service product management
Customer Service Assurance
Moderation
Service system
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Citations (1)
A study for service quality is actively done but that for the quality level of the provided service recognized by the service provider for the same service, and for the difference in quality level of service use recognized by the service user is not relatively widely done. Thus, this study analyzed difference between the quality level of the provided service recognized by the service provider and the quality level of service use recognized by the service user, around administrative service as one of cores of the university service, and examined how difference between both service qualities have effect on business the business satisfaction level of the service provider. We measured the service level provided by the individual in charge of the administrative service of the A-university and examined the service quality in business by use of questionnaires. As the result, it was appeared that the quality level of the provided service recognized by the service provider for the same service quality was higher than the quality level of service use recognized by the service user. In addition, it was found that the quality level of the provided service recognized by the service provider had a significant effect on the service provider's business satisfaction level but the quality level of service use recognized by the service user had not effect on the business satisfaction level of the provider.
Service level objective
Service guarantee
Service product management
Customer Service Assurance
Business service provider
Differentiated services
Service desk
Cite
Citations (6)
Opportunities born of cutting-edge technologies and new information and knowledge enable the overall resources and effort needed to implement services to be reduced by shifting the service boundary to a service that is operated mainly by the supplier, a super-service, or to a service whose complete operation is the responsibility of the customer, self-service. Shifting the service to the super- or self-service mode also presents an opportunity to check the amounts and types of resources required and the service’s effort map and to imbue the service with sustainability. It requires first the responsibility of both the provider and the customer to check the sustainability of the service, but the customer should also choose the most sustainable service opportunity. Moreover, shifting the service to super- or self-service and the main operation to the provider or the customer, respectively, obliges them to institute the proper controls to ensure service sustainability. Finally, the move, in general, toward either a super- or a self-service decreases resource utilization and the corresponding effort required, thereby making the service more sustainable. But it also engenders a different distribution of service resources and effort between the provider and the customer and facilitates the design of new sustainable services.
Service level objective
Customer Service Assurance
Service guarantee
Service system
Service product management
Differentiated services
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We lend theoretical insight to the service climate literature by exploring the joint effects of branch service climate and the internal service provided to the branch (the service received from corporate units to support external service delivery) on customer-rated service quality. We hypothesized that service climate is related to service quality most strongly when the internal service quality received is high, providing front-line employees with the capability to deliver what the service climate motivates them to do. We studied 619 employees and 1,973 customers in 36 retail branches of a bank. We aggregated employee perceptions of the internal service quality received from corporate units and the local service climate and external customer perceptions of service quality to the branch level of analysis. Findings were consistent with the hypothesis that high-quality internal service is necessary for branch service climate to yield superior external customer service quality.
Service level objective
Service guarantee
Service product management
Moderation
Customer Service Assurance
Service system
Cite
Citations (104)
There are following problems in commercial banking service management:hardware and software support are not a complete set;the management of front desk and back-office are not synchronized;service efficiency does not reach customer's expectation;marketing does not match customer service;management lacks coordination with service response;business innovation does not fit in with customer's needs;bank's image is not commensurate with service status;management capacity is inadequate to cope with environmental change,etc.The reasons are the lack of service concept and strategy,imperfect systems and mechanisms of service,defective service processes and control,weak service management,low employee's loyalty and quality,the lack of the combination of service channels and system.To improve service management,commercial banks should fully cultivate service culture,build market-oriented and customer-centric service system,deepen service management,scientifically reconstruct service processes and improve service channels.
Service product management
Customer Service Assurance
Service level objective
Service guarantee
Service system
Service desk
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Compare to the manufacturing sector, managing quality in the service sector is sometimes more an art form rather than a scientific process. Due to the intangibility of the service product and the real-time participation of the customer in the production of the service, design of services not only requires good service standards and service procedures, it also requires tactful skills from the service operator and necessary real-time adjustments to suit specific needs of the customer in attendance. In this research, a study on the nature of service characteristics in various major service industries was carried out. These service industries include telecommunications, retail, banking, food & beverage, and public transport. The study involved a field survey on consumers in these service sectors. The research outcomes will hopefully provide an understanding of service output characteristics that are important to consumers. This understanding will support service productivity, service innovations and service automation, which are important attributes of a service science culture.
Service product management
Service guarantee
Service level objective
Customer Service Assurance
Service system
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The key to effective operations in service industry lies in providing customers with satisfying service products. Therefore, in the present operation process of service industry, how to manage every service contact with each customer productively has become one of the most important factors in improving service quality. Starting with the impact that service quality has on the development of service industry and the influence that service contact has on service quality, this paper offers a structured and assembled mode of 3 factors for this service contact issue. And based upon the analysis of this mode, the paper offers certain strategies and measures to improve service quality through effective management of service contact in service industry.
Service guarantee
Service level objective
Service product management
Customer Service Assurance
Differentiated services
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Service level objective
Service guarantee
Service product management
Differentiated services
Service system
Service composition
Customer Service Assurance
Mobile QoS
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Objective: The aim of this study is to investigate design factors for service interface and usability based on service flow and human service. Background: Competitive of service organization is determined by service delivery system as management of service processes and motivation of employees. In the other sides, service delivery system as management include interface factor about service flow and human service. However there are few studies regarding the design factors of service interface design. Proper service interface could be designed through investigating the design factor for service interfaces and usability. Method: Entire services industry were divide four type of service industry. Four represent services were selected in the four service industry sector. Service process was divided into three steps. The association between service design factor and usability based on service flow and human service were measured by the questionnaire. Survey was conducted 200 participants of four industries by three steps of service process. Results: In terms of service flow factor, customer-oriented services were preferred for improving satisfaction. In terms of human service factor, the human service that is near by the customer and customer-oriented was preferred. Conclusion: Service delivery system need to be design reflecting the interface between customer and service process by design factors based on service flow and human service. Specifically, design factors are a difference by characteristics of industry sector and service process steps. This study investigated the design factors for service interface design by service sector and service process steps. Based on these results, the guidelines for the design of service interface design have been provided.
Service level objective
Service product management
Customer Service Assurance
Service guarantee
Differentiated services
Service system
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