Updating service operations

Abstract

PurposeThe purpose of this paper was to develop a customer‐oriented systems approach to updating a service operation. The approach will allow managers to gather information, make changes in service delivery and then assess the effects of these changes.Design/methodology/approachA survey was developed and administered at intervals in the same service setting; data from these survey results were used to illustrate the proposed systems‐based approach. Data from the open‐ended survey question were analyzed using content analysis. Based on that analysis, changes were made in service delivery. The impact of these changes was assessed as part of the second survey.FindingsInitial data analysis showed that customer perceptions of the quality of the core service offering, the physical setting and service intangibles differed. Content analysis identified areas for improvement and changes were made in the three areas. Analysis of the second survey showed improvements in customer satisfaction with the service setting and the service intangibles.Research limitations/implicationsThe research approach utilizes immediate feedback from customers who experience an actual – rather than hypothesized – service. Measurement of customer satisfaction with service delivery occurs longitudinally – rather than at a single point in time.Practical implicationsThe methodology could be used by service managers in an ongoing effort to identify service attributes that may warrant improvement.Originality/valueThis paper provides a structured approach to updating service delivery and illustrates its use in an actual service setting.

A Reliability Framework for the Student Learning Process

“…A systems approach requires a model that captures all major components of the learning process and their inter-relationships. The systems perspective outperforms a piecemeal approach to improving reliability which can generate counter-productive measures that may waste time, effort and money (Sulek and Hensley, 2010;Testa and Snipe, 2006). The service management literature contains several systems models of quality and reliability (Sulek and Hensley, 2010;Lusch, Vargo and O'Brien, 2007;Stewart, 2003, Chase andBowen, 1991).…”

“…The systems perspective outperforms a piecemeal approach to improving reliability which can generate counter-productive measures that may waste time, effort and money (Sulek and Hensley, 2010;Testa and Snipe, 2006). The service management literature contains several systems models of quality and reliability (Sulek and Hensley, 2010;Lusch, Vargo and O'Brien, 2007;Stewart, 2003, Chase andBowen, 1991). This paper will utilize the 3T model devised by Stewart (2003) because its emphasis on component inter-relationships makes it well suited to the learning process.…”

Using reliability tools in service operations

“…In addition, Madu (1999, p. 696) has suggested that “managers adopt a systemic view in reviewing an unreliable system”. In a similar fashion, some service management researchers have underscored the need for a systems approach to service quality (Lusch et al , 2007; Sulek and Hensley, 2010; Stewart, 2003; Chase and Bowen, 1991). Since reliability is intertwined with quality and has even been defined by Sun et al (2008, p. 152) as “quality over time”, a system wide view of service reliability should be further developed in the service literature.…”

Service Quality Management in Hotel Industry: A Conceptual Framework for Food and Beverage Departments

“…Some experiential studies show that getting a good quality of service from the food and beverage (F&B) department of a hotel is important for many guests (Armstrong et al, 1997;Crick & Spencer, 2011;Cronin & Taylor, 1992a;Getty & Thompson, 1994;Lam & Zhang, 1998;Parasuraman. et al, 1988a;Sulek & Hensley, 2010;Zeithaml & Bitner, 2003). Researchers have defined service quality in relation to the concept of consumer-perceived quality, which is based solely on the perspective of customers.…”