Parker, David W. and Downie, George and Vosikata, Sunia
(2023)
Pursuit of Excellence in Service In Service Quality, Part II.
Management Services, 67
(1).
pp. 14-19.
ISSN 0307-6768
Abstract
The COVID pandemic has highlighted, and arguably
increased, the range of service supply channels and
business models, for example: business-to-business
and business to customer; with additional complexity resulting from using digital platforms, face-to-face, and telematics. We are witnessing the demise of manufacturing capabilities in the western world, corresponding with a dramatic increase in service-based economies. This change begs questions such as: What must be done to ensure excellent quality across these dynamic channels and operational models? Do we really know what our customers’ regard as good service? Does this perception change across segments and demographics? How can we continue to be ahead of our customers’ desires and aspirations? Is excellent service quality solely measured by ‘fit for purpose’? Can we adapt or adopt manufacturing quality models for services?
In part I of the article (MSJ Winter 2022) , the authors provided an introduction and background, and discussed what service delivery organisations must do to continuously deliver on expectations of the majority (or crucial) customers. In Part II, the authors will discuss models of quality assurance and present some empirical evidence in a case study of Amazon.
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