Mapping customers’ service experience for operations improvement

Abstract

The growing importance of the service sector in almost every economy in the world has created a significant amount of interest in service operations. In practice, many service sectors have sought and made use of various enhancement programs to improve their operations and performance in an attempt to hold competitive success. As most researchers recognize, service operations link with customers. The customers as participants act in the service operations system driven by the goal of sufficing his/her added values. This is one of the distinctive features of service production and consumption. In the paper, first, we propose the idea of service operations improvement by mapping objectively the service experience of customers from the view of customer journey. Second, a portraying scheme of service experience of customers based on the IDEF3 technique is proposed, and last, some implications on service operations improvement are given.

Citation

Tseng, M.M., Qinhai, M. and Su, C. (1999), "Mapping customers’ service experience for operations improvement", Business Process Management Journal, Vol. 5 No. 1, pp. 50-64. https://doi.org/10.1108/14637159910249126