PIECING TOGETHER SERVICE QUALITY: A FRAMEWORK FOR ROBUST SERVICE*

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 encounter design. The framework is consistent with how successful service managers disaggregate the design problem. More importantly, we show that mutually supportive interrelationships between the three T's produce an opportunity for designing in a robustness to service failure. The framework is supported by case based evidence. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Production and Operations Management Wiley

PIECING TOGETHER SERVICE QUALITY: A FRAMEWORK FOR ROBUST SERVICE*

Loading next page...
 
/lp/wiley/piecing-together-service-quality-a-framework-for-robust-service-RvnGmt0SVt
Publisher
Wiley
Copyright
© 2003 Production and Operations Management Society
ISSN
1059-1478
eISSN
1937-5956
DOI
10.1111/j.1937-5956.2003.tb00503.x
Publisher site
See Article on Publisher Site

Abstract

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 encounter design. The framework is consistent with how successful service managers disaggregate the design problem. More importantly, we show that mutually supportive interrelationships between the three T's produce an opportunity for designing in a robustness to service failure. The framework is supported by case based evidence.

Journal

Production and Operations ManagementWiley

Published: Jun 1, 2003

References

  • The Mall Is My Factory: Reflections of the Service Junkie
    Chase, Chase
  • Competing Through Manufacturing and the New Manufacturing Paradigm: Is Manufacturing Strategy Passe??
    Clark, Clark
  • Linking the Customer Contact Model to Service Quality.?
    Soteriou, Soteriou; Chase, Chase
  • The Impact of Human Error on Delivering Service Quality
    Stewart, Stewart; Chase, Chase
  • Customer Control and Evaluation of Service Validity and Reliability
    Raaij, Raaij; Pruyn, Pruyn
  • The Relationship Between Service Customers' Quality Assurance Behaviors, Satisfaction, and Effort: A Cost of Quality Perspective
    Youngdahl, Youngdahl; Kellogg, Kellogg

You’re reading a free preview. Subscribe to read the entire article.


DeepDyve is your
personal research library

It’s your single place to instantly
discover and read the research
that matters to you.

Enjoy affordable access to
over 18 million articles from more than
15,000 peer-reviewed journals.

All for just $49/month

Explore the DeepDyve Library

Search

Query the DeepDyve database, plus search all of PubMed and Google Scholar seamlessly

Organize

Save any article or search result from DeepDyve, PubMed, and Google Scholar... all in one place.

Access

Get unlimited, online access to over 18 million full-text articles from more than 15,000 scientific journals.

Your journals are on DeepDyve

Read from thousands of the leading scholarly journals from SpringerNature, Wiley-Blackwell, Oxford University Press and more.

All the latest content is available, no embargo periods.

See the journals in your area

DeepDyve

Freelancer

DeepDyve

Pro

Price

FREE

$49/month
$360/year

Save searches from
Google Scholar,
PubMed

Create folders to
organize your research

Export folders, citations

Read DeepDyve articles

Abstract access only

Unlimited access to over
18 million full-text articles

Print

20 pages / month

PDF Discount

20% off