Updating service operations
Managing Service Quality: An International Journal
ISSN: 0960-4529
Article publication date: 7 September 2010
Abstract
Purpose
The 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/approach
A 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.
Findings
Initial 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/implications
The 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 implications
The methodology could be used by service managers in an ongoing effort to identify service attributes that may warrant improvement.
Originality/value
This paper provides a structured approach to updating service delivery and illustrates its use in an actual service setting.
Keywords
Citation
Sulek, J.S. and Hensley, R.L. (2010), "Updating service operations", Managing Service Quality: An International Journal, Vol. 20 No. 5, pp. 475-489. https://doi.org/10.1108/09604521011073759
Publisher
:Emerald Group Publishing Limited
Copyright © 2010, Emerald Group Publishing Limited