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- Putting the Service-Profit Chain to Work
- What drives growth and profitability in a service business? Highly satisfied customers. And to keep those customers profitable, you need to manage all the aspects of your operation that affect customer satisfaction--what the authors call the...
- Articles 2008-07-18
- Utility commissioners call for response to service issues.(Ameritech and parent SBC Communications)(Brief Article)
- LANSING - The chairs of the public-utility commissions in the five states served by Ameritech on Friday called on senior management of Ameritech and its parent, SBC Communications Inc., to take further action on service quality. The chairs of the LANSING -...
- Research articles 2000-10-02
- Assessment of Real Estate Brokerage Service Quality with a Practicing Professional's Instrument
- This study explores factors that affect service quality for a large residential real estate brokerage firm in a diverse mid-western city. It examines the extent to which overall service quality influences homebuyers to recommend the brokerage firm and to use the firm for future transactions. A Linear Structural Relations model...
- White papers 2000-01-01
- Assessing Customer Perceptions of Website Service Quality in Digital Marketing Environments
- The e-commerce literature has rarely addressed the measurement of customer perceptions of website service quality in digital marketing environments. It is argued that the current SERVQUAL and IS-SERVQUAL instruments need to be refined and validated to fit the digital marketing environment, as they are targeted primarily towards either traditional retailing...
- White papers 2003-04-16
- Managing Service Quality Using Data Envelopment Analysis
- This study introduces a new managerial tool for evaluating and managing service quality. This new approach treats service quality as an intermediate variable, not the ultimate managerial goal, and makes use of data envelopment analysis DEA, a nonparametric technique that allows for the relative comparison of a number of comparable...
- White papers 2005-03-23
- Transforming Customer Self-Service With Video
- Cisco Systems believes that the video-enabled contact center offers significant cost reduction and revenue generating opportunities. Contact centers that move to video-enabled communications will see their operations break through current constraints to previously unprecedented levels of productivity, service quality, customer satisfaction, and brand loyalty. Demonstrating products rather than just describing...
- White papers 2006-06-01
- Call Center Outsourcing: Coordinating Staffing Level And Service Quality
- This paper studies the contracting issues in an outsourcing supply chain consisting of a user company and a call center that does outsourcing work for the user company. The call center is modeled as a G/G/s queue with customer abandonment. Each call has a revenue potential, and the call center's...
- White papers 2006-07-07
Additional Resources
- Product and service quality: The antecedents of customer loyalty in the automotive industry
- PRODUCT AND SERVICE QUALITY: THE ANTECEDENTS OF CUSTOMER LOYALTY IN THE AUTOMOTIVE INDUSTRY* Prior literature has examined product quality and service quality separately as antecedents of customer loyalty. In the context of the automotive industry, we present a framework that examines the simultaneous impact of product and service quality on...
- Research articles 2001-01-01
- Service Quality Management White Paper
- This white paper explains what service quality management and Service Level Agreement SLA management are and why they are getting more and more attention in the industry. They give some technical descriptions of the products HP has developed to help customers manage all sorts of SLAs in a flexible but...
- White papers 2003-02-01
- iPass Secures Patent for Quality Monitoring Functionality of iPass Service; Patented Service Quality Management Technology Gives iPass Users Access to the Highest Quality Network Connections in 160 Countries
- REDWOOD SHORES, Calif. -- iPass Inc. (NASDAQ: IPAS) announced it has been granted a continuation patent (US Patent 6,985,945) on the network quality monitoring functionality of the iPass service. The continuation extends the protections previously granted to iPass in 2003 for the company's Service Quality Management SQM technology.
- Research articles 2006-08-24
- PIECING TOGETHER SERVICE QUALITY: A FRAMEWORK FOR ROBUST SERVICE*
- This paper addresses the issue of service design, specifically that of designing the service encounter for improved quality. We introduce a framework based on the three T's of task, treatment, and tangibles as a means of organizing the application of the diverse and growing body of service quality literature to...
- Research articles 2003-07-01
- The asymmetric effects of service quality on passengers' choice of carriers for international air travel
- The asymmetric effects of service quality on international travelers' airline choice behavior were investigated in this paper. The linear structural equation modeling system was first applied to quantify passengers' perceptions of service quality provided by airlines, which were then used as the input variables of the asymmetric response model developed...
- Research articles 2008-03-22
- Premier Bank pinpoints customer concerns. (Service Quality Resource)
- Premier Bank implemented a quality service customer relations program to offset any negative effects of the consolidation of the bank's several office and data processing operations. Central to this program is BMA's Service Quality Satisfaction Analysis SQSA, which assesses service quality in terms of reliability, accessibility, responsiveness, competence, clarity, courtesy,...
- Research articles 1992-01-01
- Service quality as a competitive strategy
- The high degree of parity between products and services throughout many industries has resulted in service quality being seized on as the one remaining tangible competitive weapon. A company's ability to provide faster, more efficient, more complete service than its newer, and often leaner, rivals is proving to be the...
- Research articles 1994-12-01
- Phone Service Quality Due for an Upswing.
- Byline:George Brandon Things may be looking up for businesses fed up with lousy telephone service. Nudged by state and federal regulators, the Bell regional phone companies are launching back-to-basics drives aimed at reversing a widely recognized decline in phone service quality. ...
- Research articles 2002-05-03
- CompuCom Systems Positioned at Forefront of Companies Offering Superior Service Quality and Delivery to Clients
- Recent Research from Aberdeen Group Illustrates How CompuCom Clients Exceed Best-in-Class Industry Benchmarks for IT Service Management ITSM DALLAS -- CompuCom Systems, Inc., a leading IT outsourcing company, today announced that its clients have positioned CompuCom at the forefront of companies offering superior service quality and delivery. This information...
- Research articles 2008-03-17
- RADCOM to check cellular, VoIP service quality for Telemig Celular.(CONTRACTS)
- Telemig Celular of Brazil has contracted RADCOM Ltd., a major network test and service monitoring solutions provider of Israel, to set up a novel service quality monitoring system. RADCOM will analyze the service quality provided by the multitechnology, multivendor network of Telemig Celular by installing its...
- Research articles 2007-04-01
- Manx Telecom Deploying Empirix Network Service Quality Solution
- Wireless News 05-19-2009 Manx Telecom Deploying Empirix Network Service Quality Solution Type: News Manx Telecom, part of the Telefonica group and an Isle of Man telecommunications and Internet provider, has selected Empirix to provide service quality assurance for its new IMS...
- Research articles 2009-05-19
- The Implications of Service Quality Gaps for Strategy Implementation
- This article addresses the problem of service quality strategy implementation and proposes three interrelated models: a static model of the organization; a comprehensive dynamic model of the implementation process, both synthesized from the literature; and a mixed model, which integrates static and dynamic models. The mixed model is combined with...
- White papers 2001-06-16
- SERVICE QUALITY REPORT OF CHINA TELECOM IN SECOND HALF OF 2001
- AsiaInfo Services 03-07-2002 Service Quality Report of China Telecom in Second Half of 2001 CHINA, Mar 07, 2002 AsiaPort via COMTEX -- China Telecom currently operates international and domestic fixed telecommunication network equipment, whic AsiaInfo Services 03-07-2002...
- Research articles 2002-03-07
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