Service quality models a review.docx
- 文档编号:17502528
- 上传时间:2023-07-26
- 格式:DOCX
- 页数:23
- 大小:28.04KB
Service quality models a review.docx
《Service quality models a review.docx》由会员分享,可在线阅读,更多相关《Service quality models a review.docx(23页珍藏版)》请在冰点文库上搜索。
Servicequalitymodelsareview
hemainobjectiveofthispaperistocriticallyappraisevariousservicequalitymodelsandidentifyissuesforfutureresearchbasedonthecriticalanalysisofliterature.Thepapercriticallyexamines19differentservicequalitymodelsreportedintheliterature.Thecriticalreviewofthedifferentservicequalitymodelsisintendedtoderivelinkagebetweenthem,andhighlighttheareaforfurtherresearch.Thereviewofvariousservicequalitymodelrevealedthattheservicequalityoutcomeandmeasurementisdependentontypeofservicesetting,situation,time,needetcfactors.Inadditiontothiseventhecustomer'sexpectationstowardsparticularservicesarealsochangingwithrespecttofactorsliketime,increaseinthenumberofencounterswithaparticularservice,competitiveenvironment,etc.Thispaperprovidesarichagendaforfutureresearchinthesubject.Thisresearchdevelopedalinkagebetweenthedifferentservicequalitymodels.Thegrowthofliteratureinthefieldofservicequalityseemstohavedevelopedsequentially,providingacontinuousupdatingandlearningfromthefindings/observationsofpredecessors.Thispaperprovidesnewdirectionstoservicequalityresearchers.Thispaperexploresnewdirectionsinservicequalityresearchandofferspracticalhelptoresearchersandpractitionersinprovidingadirectionforservicequalityimprovement.
显示更少
全文文献
∙翻译
∙
Headnote
Abstract
Purpose-Themainobjectiveofthispaperistocriticallyappraisevariousservicequalitymodelsandidentifyissuesforfutureresearchbasedonthecriticalanalysisofliterature.
Design/methodology/approach-Thepapercriticallyexamines19differentservicequalitymodelsreportedintheliterature.Thecriticalreviewofthedifferentservicequalitymodelsisintendedtoderivelinkagebetweenthem,andhighlighttheareaforfurtherresearch.
Findings-Thereviewofvariousservicequalitymodelrevealedthattheservicequalityoutcomeandmeasurementisdependentontypeofservicesetting,situation,time,needetcfactors.Inadditiontothiseventhecustomer'sexpectationstowardsparticularservicesarealsochangingwithrespecttofactorsliketime,increaseinthenumberofencounterswithaparticularservice,competitiveenvironment,etc.Thispaperprovidesarichagendaforfutureresearchinthesubject.
Researchlimitations/implications-Thisresearchdevelopedalinkagebetweenthedifferentservicequalitymodels.
Practicalimplications-Thegrowthofliteratureinthefieldofservicequalityseemstohavedevelopedsequentially,providingacontinuousupdatingandlearningfromthefindings/observationsofpredecessors.Thispaperprovidesnewdirectionstoservicequalityresearchers.
Originality/value-Thispaperexploresnewdirectionsinservicequalityresearchandofferspracticalhelptoresearchersandpractitionersinprovidingadirectionforservicequalityimprovement.
KeywordsCustomersatisfaction,SERVQUAL,Communicationtechnologies,Servicedelivery,Servicelevels,Customerservicesquality
PapertypeLiteraturereview
Introduction
Duringthepastfewdecadesservicequalityhasbecomeamajorareaofattentiontopractitioners,managersandresearchersowingtoitsstrongimpactonbusinessperformance,lowercosts,customersatisfaction,customerloyaltyandprofitability(LeonardandSasser,1982;CroninandTaylor,1992;Gammie,1992;Hallowell,1996;ChangandChen,1998;Gummesson,1998;Lasseretal,2000;SilvestroandCross,2000;Newman,2001;Sureshchanderetal,2002;Guru,2003etc.).Therehasbeenacontinuedresearchonthedefinition,modeling,measurement,datacollectionprocedure,dataanalysisetc.,issuesofservicequality,leadingtodevelopmentofsoundbasefortheresearchers.
Thisdocumentedknowledgebasethroughseveralstudiesonthesubjectcanbeofgreatusetoresearchersandpractitionersinprovidingadirectiononhowtoexplore/modifytheexistingservicequalityconceptswiththechangingworldscenario(shiftfromconventionalpersonalizedservicestowebenabledservices).
Foranorganizationtogaincompetitiveadvantageitmustusetechnologytogatherinformationonmarketdemandsandexchangeitbetweenorganizationsforthepurposeofenhancingtheservicequality.Researchersandmanagersthriveforlearningdetailsaboutcomponentsofservicequalityintheirorganizationofobviousreasonsofcustomersatisfaction,increasedprofitabilityetc.Inthiscontextmodelgainsspecificimportanceasitnotonlyhelpinlearningthefactorsassociatedwithitbutalsowillprovideadirectionforimprovements.
Aconceptualmodelattemptstoshowtherelationshipsthatexistbetweensalientvariables.(Ghobadianetal,1994).Itisasimplifieddescriptionoftheactualsituations.1Itisenvisagedthatconceptualmodelsinservicequalityenablemanagementtoidentifyqualityproblemsandthushelpinplanningforthelaunchofaqualityimprovementprogramtherebyimprovingtheefficiency,profitabilityandoverallperformance.
Thispapermakesanattempttostudyvariousservicequalitymodelscoveringtheaspectsofconventionalservicestowebinteractedservices.Theprimaryaimofthesemodelsistoenablethemanagementtounderstandandenhancethequalityoftheorganizationanditsoffering.Nineteenconceptualservicequalitymodelsreportedduringtheperiod(1984-2003)arereviewedinthispaper.Eachofthemisrepresentativeofadifferentpointofviewaboutservices.
Theorganizationofthispaperisasfollows:
initiallyafterhighlightingtheneedforthepresentstudy,ageneralizedframeworkofthestudyispresented.Thisisfollowedbyabriefdiscussionofthemodelsandacriticalappraisalofthesame.Finallytheagendaforfutureresearchisspeltout.
Needforpresentstudy
Todayglobalizationandliberalizationareaffectingeconomiesofnotonlydevelopingbutalsodevelopedcountries.Thefocusareasfororganizationsarealsochangingfromprofitmaximizationtomaximizingprofitsthroughincreasedcustomersatisfaction.Thepressuresofcompetitionareforcingtheorganizationstonotonlylookontheprocessesbutalsoonthewaytheyaredelivered.Duringpasttwodecadesbusinessscenariohaschangeddrastically.Someofthekeychangesthathavetakenplaceinthebusinessare:
*Horizontalbusinessprocessesreplacingverticalfunctionalapproach.
*Greatersharingofinformationwithallconnectedlinksandcustomers.
*Greateremphasisonorganizationalandprocessflexibility.
*Necessitytocoordinateprocessesacrossmanysites.
*Employeeempowermentandtheneedforrules-basedrealtimedecisionsupportsystems.
*Competitivepressuretointroducenewservice/productsmorequickly.
*Integratedcustomerdrivenprocesses.
*Quickresponsetocustomersneeds.
*Worldwiderelationshipsbetweenvarioustradepartners,suppliersetc.
*Easilyaccessibleinformationthroughinternet.
*Flexibleandefficientservice/productcustomization.
Owingtothefactorslikeopeningupofmarkets,increaseinuseofIT,increasedcustomerknowledgeandawarenessetc.,itbecomesamusttodelivertheservicesbetterthenitscompetitoratagreedprice.Inthiscontext,thesubjectofservicequalityneedsafreshunderstandinginthecurrentbusinessscenario.Thisstudycanhelptoidentifytheresearchgapsandthusattemptstoprovidebenefitstopracticingmanagersandresearchers.
Frameworkforstudy
Thesubjectofservicequalityisveryrichincontextofdefinitions,modelsandmeasurementissue.Severalresearchersexploredthesubjectswithvaryingperspectivesandusingdifferentmethodologies.Thefollowingfactorsseemtobesuitableforcomparativeevaluationsofthemodels:
*Identificationoffactorsaffectingservicequality.
*Suitabilityforvarietyofservicesinconsideration.
*Flexibilitytoaccountforchangingnatureofcustomersperceptions.
*Directionsforimprovementinservicequality.
*Suitabilitytodevelopalinkformeasurementofcustomersatisfaction.
*Diagnosingtheneedsfortrainingandeducationofemployees.
*Flexibleenoughformodificationsasperthechangesintheenvironment/conditions.
*Suggestssuitablemeasuresforimprovementsofservicequalitybothupstreamanddownstreamtheorganizationinfocus.
*Identifiesfutureneeds(infrastructure,resources)andthusprovidehelpinplanning.
*AccommodatesuseofITinservices.
*Capabilitytobeusedasatoolforbenchmarking.
Withtheseissuesasfocusthispresentstudyisundertakentounderstandtheservicequalitymodelsintheabovelight.
Servicequalitymodels
Thepresentstudyisanattempttoreview19servicemodelsinthelightofthechangedbusinessscenarioandanalyzethemodelsforthesuitability/needformodificationinthecurrentcontext.Themodelsarepresentedusingastandardstructure,i.e.coveringbriefdiscussionandthemajorobservationsonthemodels.Thenextsectioncoverstheevaluationofthesemodelsforaboveparameters.Thebriefdiscussionsonthemodelsareasunder:
SQ1.Technicalandfunctionalqualitymodel(Grönroos,1984)
Afirminordertocompetesuccessfullymusthaveanunderstandingofconsumerperceptionofthequalityandthewayservicequalityisinfluenced.
Managingperceivedservicequalitymeansthatthefirmhastomatchtheexpectedserviceandperceivedservicetoeachothersothatconsumersatisfactionisachieved.Theauthoridentifiedthreecomponentsofservicequality,namely:
technicalquality;functionalquality;andimage(seeFigure1):
(1)Technicalqualityisthequalityofwhatconsumeractuallyreceivesasaresultofhis/herinteractionwiththeservicefirmandisimportanttohim/herandtohis/her
- 配套讲稿:
如PPT文件的首页显示word图标,表示该PPT已包含配套word讲稿。双击word图标可打开word文档。
- 特殊限制:
部分文档作品中含有的国旗、国徽等图片,仅作为作品整体效果示例展示,禁止商用。设计者仅对作品中独创性部分享有著作权。
- 关 键 词:
- Service quality models review
![提示](https://static.bingdoc.com/images/bang_tan.gif)