THE IMPACT OF HUMAN ERROR ON DELIVERING SERVICE QUALITY

THE IMPACT OF HUMAN ERROR ON DELIVERING SERVICE QUALITY This paper opens a new avenue for investigation of quality issues in services. We take the viewpoint that a substantial portion of service failures is the result of human error in the delivery process. Drawing upon the Generic Error Modeling System (gems) from the cognitive science literature, we develop a framework for understanding the role of human error in service failures. An empirical investigation assesses the applicability of this framework to services, identifies which error mechanisms are important sources of service failure, and clarifies how the different roles of customers and providers affect the errors made by each. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Production and Operations Management Wiley

THE IMPACT OF HUMAN ERROR ON DELIVERING SERVICE QUALITY

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Publisher
Wiley
Copyright
© 1999 Production and Operations Management Society
ISSN
1059-1478
eISSN
1937-5956
DOI
10.1111/j.1937-5956.1999.tb00307.x
Publisher site
See Article on Publisher Site

Abstract

This paper opens a new avenue for investigation of quality issues in services. We take the viewpoint that a substantial portion of service failures is the result of human error in the delivery process. Drawing upon the Generic Error Modeling System (gems) from the cognitive science literature, we develop a framework for understanding the role of human error in service failures. An empirical investigation assesses the applicability of this framework to services, identifies which error mechanisms are important sources of service failure, and clarifies how the different roles of customers and providers affect the errors made by each.

Journal

Production and Operations ManagementWiley

Published: Sep 1, 1999

References

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