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Pursuit of Excellence in Service In Service Quality, Part II

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

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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.

Item Type: Journal Article
Subjects: H Social Sciences > HF Commerce
Divisions: School of Business and Management (SBM)
Depositing User: Sunia Vosikata
Date Deposited: 17 Mar 2023 01:04
Last Modified: 17 Mar 2023 01:04

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