A Contingency Approach to Service Delivery Systems: A Framework for Analysis

Ishak, Nor Khomar; OIsen, Michael D.

doi:10.1177/109634809001400206

Cited by 1 publication

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References 14 publications

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“…As a result servers are able to stay on the floor attending to customer needs and make fewer trips to the kitchen. The efficiency of technology depends on degree of customer involvement in the production process, workflow uncertainties, and task uncertainties (Ishak et al, 1990). The less direct contact customers have in the production process, greater the potential for the technology to operate at peak efficiency (Chase 1978).…”

Section: Re-evaluate the Human Resource Systemmentioning

confidence: 99%

A Comprehensive Model Of Customer Satisfaction In Hospitality And Tourism: Strategic Implications For Management

Mill

2011

IBER

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Providing and maintaining customer satisfaction is one of the most important challenges facing business today. Although this is a relatively new concept, research into this area has grown since the early 1980s.One ongoing debate in consumer satisfaction circles is the extent to which it is a cognitive process or an emotional state. The two theories that best explain customer satisfaction are disconfirmation paradigm and expectancy-value concept. Disconfirmation theory postulates that customers compare a new service experience with a standard they have developed. Their belief about the service is determined by how well it measures up to this standard. According to expectancy-value theory customers often make some judgment about a product, its benefits, and the likely outcomes of using the product. People will learn to perform behavior that they expect will lead to positive outcomes.There remains a need to provide a direct link between satisfaction and purchase. Some models indicate a link between satisfaction and repeat purchase intention but not yet to actual purchase. The most widely used model to translate theories of customer satisfaction into management practice is that of SERVQUAL. In this model service quality is defined as the difference between customer expectations and customer perception of service received.It is proposed that, at this time, the SERVQUAL model presents the best mechanism to explain customer satisfaction in hospitality and tourism. A detailed examination of the model is provided together with suggested areas for further research to improve its applicability to hospitality and tourism.

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Section: Re-evaluate the Human Resource Systemmentioning

confidence: 99%

A Comprehensive Model Of Customer Satisfaction In Hospitality And Tourism: Strategic Implications For Management

Mill

2011

IBER

View full text Add to dashboard Cite

show abstract

A Contingency Approach to Service Delivery Systems: A Framework for Analysis

Cited by 1 publication

References 14 publications

A Comprehensive Model Of Customer Satisfaction In Hospitality And Tourism: Strategic Implications For Management

A Comprehensive Model Of Customer Satisfaction In Hospitality And Tourism: Strategic Implications For Management

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