| 1. |
- Björlin-Lidén, Sara, et al.
(författare)
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Customer Expectations on Service Guarantees
- 2003
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Ingår i: Managing Service Quality. - : Emerald. - 0960-4529 .- 1758-8030. ; 13:5, s. 338-348
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Tidskriftsartikel (refereegranskat)abstract
- Focuses on customer expectations on service guarantees. Theoretically, the basis consists of previous guidelines for service guarantee design. The empirical context is public transport, where customers that have invoked a service guarantee participate in focus groups. The results expand on prior research, which has argued that negative industry reputation is a hotbed for service guarantees and that the most preferred guarantee is unconditional; the paper’s results imply that customers prefer detailed regulations for when the guarantee is applicable, and that their general disbelief in a company with negative reputation makes the unconditional guarantee seem like a rip off. The results also indicate that the customers of a public service want the guarantee to be fair, that is, fairness in the possibility for all customers to invoke the guarantee, that all customers are familiar with the guarantee and that it cannot be misused by cheating customers. One of the contributions of the article is therefore to add “fairness” as a dimension to the previous guidelines suggested by Hart.
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| 2. |
- Carlborg, Per, 1984-, et al.
(författare)
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A lean approach for service productivity improvements : synergy or oxymoron?
- 2013
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Ingår i: Managing Service Quality. - : Emerald Group Publishing Limited. - 0960-4529 .- 1758-8030. ; 23:4, s. 291-304
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Tidskriftsartikel (refereegranskat)abstract
- Purpose: Service productivity continues to receive ever-greater amounts of attention as service covers a greater portion of the economy. As competition increases, service productivity becomes increasingly important. This study aims to explore the applicability of lean principles in a service context and to conceptualize how these principles impact service productivity.Design/methodology/approach: This paper presents a conceptual analysis of the six most commonly used lean principles in manufacturing and their applicability to a service context for different types of services. Using this analysis, six propositions are developed to examine the influence of lean on service productivity.Findings: This study suggests promising synergies, as well as important obstacles, for applying lean principles in services. Standardizing services and increasing reliability in service processes through lean principles can increase efficiency. However, the customer's active role in certain services and, simultaneously, high diversity make the application of lean principles increasingly difficult. Also, customer satisfaction must be considered when improving service productivity, otherwise the positive long-term effects of a lean approach in service will be absent.Practical implications: These findings are useful for organizations aiming to improve their service productivity Particularly, lean principles are invaluable to increase efficiency and customer satisfaction for services with low diversity and low customer participation. This paper suggests a direction for the proper use of lean principles for different service types, and how efficiency and customer satisfaction are affected through a lean approach.Originality/value: This study contributes to the research on service productivity and continues the discussion on prototypic characteristics of service and manufacturing orientations.
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| 3. |
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| 4. |
- Edvardsson, Bo
(författare)
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Causes of Customer Dissatisfaction
- 1998
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Ingår i: Managing Service Quality. - 0960-4529 .- 1758-8030. ; 8:3
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Tidskriftsartikel (refereegranskat)
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| 5. |
- Edvardsson, Bo, et al.
(författare)
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Complex service recovery processes : how to avoid triple deviation
- 2011
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Ingår i: Managing Service Quality. - : Emerald Group Publishing Limited. - 0960-4529 .- 1758-8030. ; 21:4, s. 331-349
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Tidskriftsartikel (refereegranskat)abstract
- This article seeks to develop a new framework to outline factors that influence the resolution of unfavourable service experiences as a result of double deviation. The focus is on understanding and managing complex service recovery processes.Design/methodology/approachAn inductive, explorative and narrative approach was selected. Data were collected in the form of narratives from the field through interviews with actors at various levels in organisations as well as with customers in a high‐touch service industry. The data form the analysis of double and triple deviation situations and complex service recovery processes.FindingsThe study identifies four factors that influence complex service recovery processes and outcomes in double deviation situations: communication, competence, time, and service system. The resulting theoretical conceptualisation of the recovery process from the customer's perspective emphasises customer perceived control, sense of coherence, and meaning. Together, these factors shape customers' perception of complex service recovery experiences.Research limitations/implicationsThe empirical study is limited to the context of restaurant services. However, the findings might generalise analytically to other labour‐intensive, high‐touch services that rely on face‐to‐face interactions between customers and the service employees in triple deviation situations.Practical implicationsThe different roles in a complex service recovery process must be managed constantly and in light of actors' resource integration in double deviation situations, as part of value co‐creation. Service organisations should develop a shared understanding of what factors result in favourable complex service recovery processes, to avoid triple deviations.Originality/valueThe paper offers extended understanding of complex service recovery processes through a new, empirically grounded conceptualisation of double service recovery to avoid a triple deviation.
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| 6. |
- Edvardsson, Bo, et al.
(författare)
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Design Dimensions of Experience Rooms for Service Test Drives: : Case Studies in Several Service Contexts
- 2010
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Ingår i: Managing Service Quality. - : Emerald. - 0960-4529 .- 1758-8030. ; 20:4, s. 312-327
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Tidskriftsartikel (refereegranskat)abstract
- Purpose - The objective of this exploratory study is to analyse "test drives" of service offerings in a variety of service contexts by applying existing design dimensions of experience rooms in order to develop some principles to assist service designers who are interested in developing such "test drives" for their potential customers. Design/methodology/approach - An exploratory qualitative study was undertaken using three case studies with varying levels of simulation/artificiality. Data were collected from documents and interviews with service providers and customers and analysed using a framework of six dimensions Findings - The study adds a sixth dimension to the existing five dimensions or experience rooms found in the literature It also proposes seven principles to guide designers who seek to create new service "test drives" The study also introduces the new notion of "value in pre-use" (a development of "value in use") to describe the potential value of "real" services yet to be purchased Finally the study documents some of the advantages and disadvantages of using "test drives" Research limitations/implications - The exploratory and interpretive nature of the research, and the limited number of cases and respondents, limits the generalisability of the findings Practical implications - The study provides several principles that can be used in the design of service "test drives". Originality/value - This is the first paper to analyse the design dimensions of service "test drives" and to propose the notion of "value in pre-use".
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| 7. |
- Edvardsson, Bo, et al.
(författare)
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Is a Critical Incident Critical for a Customer Relationship?
- 2000
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Ingår i: Managing Service Quality. - : Emerald. - 0960-4529 .- 1758-8030. ; 19:2, s. 82-91
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Tidskriftsartikel (refereegranskat)abstract
- Focuses on the criticality of critical incidents in customer relationships. Aims to discuss the theoretical and practical implications of the notion of “critical” in a critical incident. Why is something perceived as critical? What does it lead to? Is criticality a feature built into the service or is it a contextually‐defined phenomenon, depending both on the customer, the service provider, the interaction and the surrounding relationship environment? Suggests a contextual framework for describing, analysing and understanding critical incidents, based on the idea that critical incidents are always embedded in customer relationships. Two interdependent context dimensions are used: the time dimension, and the situational dimension. These elements, combined, lead to a focus on customer‐perceived and relationship‐oriented contexts, which reveal new insights into the role of critical incidents. This framework is used in an empirical study concerning business customers’ perceptions of “critical incidents” in their relationship with a hotel. The findings indicate that the majority of positive and negative critical incidents reported had only a minor impact on customer behavior.
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| 8. |
- Edvardsson, Bo
(författare)
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Making service‐quality improvement work
- 1996
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Ingår i: Managing Service Quality. - : Emerald. - 0960-4529 .- 1758-8030. ; 6:1, s. 49-52
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Tidskriftsartikel (refereegranskat)abstract
- Understanding how to manage and improve quality in service requires an appreciation of the unique characteristics of the service industry. Unlike manufacturing, the service experience involves the customer as co‐producer. Discusses how customers assess service quality and the factors they perceive as contributing to quality. Puts forward 13 propositions on service quality as guides to new service development.
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