Service Quality And Productivity A Synergistic Perspective Pdf

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This broadened approach can help reconcile conflicts — the leverage synergies — between improving service quality and boosting service productivity. Parasuraman, A.

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Cost-effective service excellence

There is widespread belief that firms should pursue superiority in both customer satisfaction and productivity. However, there is reason to believe these two goals are not always compatible. If so, there are potential tradeoffs between customer satisfaction and productivity for industries as diverse as airlines, banking, education, hotels, and restaurants. Managers in these types of service industries, as well as goods industries in which the service component is increasing, need to understand whether or not this is the case. For example, if efforts to improve productivity can actually harm customer satisfaction—and vice-versa—the downsizing of U. It follows that developing a better understanding of how customer satisfaction and productivity relate to one another is of substantial and growing importance, especially in light of expected continued growth in services throughout the world economy. The objective of this paper is to investigate whether there are conditions under which there are tradeoffs between customer satisfaction and productivity.

PRODUCTIVITY IN THE SERVICE SECTOR: A SERVICE CLASSIFICATION SCHEME FOR PRODUCTIVITY MEASUREMENT

This article integrates relevant literature to develop a conceptual model on the potential avenues to achieve service excellence at low unit costs, which we term cost-effective service excellence CESE. To gain a deeper understanding of these strategies, their applicability and interrelatedness, we analyze how 10 organizations have achieved CESE. Our findings show that CESE can be achieved through three core strategies. First, a dual culture strategy provides a comprehensive set of high-quality services at low cost, largely driven by leadership ambidexterity and contextual ambidexterity. Second, an operations management approach reduces process variability and thereby allows the increased use of systems and technology to achieve CESE. Third, a focused service factory strategy can enable CESE through a highly specialized operation, typically delivering a single type of service to a highly focused customer segment.

Skip to search form Skip to main content You are currently offline. Some features of the site may not work correctly. DOI: The problem of service productivity discussed in the paper focuses on productivity measurement issues. The aim of the article is to elaborate criteria for the grouping of services as the reasoning for a deeper analysis of service productivity measurement. The research method is logical analysis of scientific literature.

A team is a group of individuals human or non-human working together to achieve their goal. As defined by Professor Leigh Thompson of the Kellogg School of Management , "[a] team is a group of people who are interdependent with respect to information, resources, knowledge and skills and who seek to combine their efforts to achieve a common goal". A group does not necessarily constitute a team. Teams normally have members with complementary skills [2] and generate synergy [3] through a coordinated effort which allows each member to maximize their strengths and minimize their weaknesses. Naresh Jain claims:.

Customer Satisfaction, Productivity, and Profitability: Differences Between Goods and Services

Abstract Labor productivity stands between the main indicators assessing national economic conditions and contributing to the economic growth and welfare. This paper adds to the literature investigating the macroeconomic determinants of labor productivity, focusing on the role of the International Organization for Standardization ISO quality certification standards. Our findings show no impact of ISO quality certification on the labor productivity in EU countries. The results remain unchanged when we compare the pre- and the post-crisis periods. Labor productivity stands between the main indicators assessing national economic conditions and contributing to the economic growth and welfare.

Service Quality: A Delivery and Experience of Patients in Hospitals