Service Decoupling
Service Decoupling Service decoupling refers to breaking up activities in the service delivery process and performing these activities separately and independently. For example, a restaurant can completely separate the food…
Service Operations Management in Different Sector
Service Operations Management in Different Sector The Information Technology (IT) and Information Technology Enabled Services (ITES) sectors form an important part of the service industry. Today, many industries dealing in…
IT Service Operation
IT Service Operation Customers nowadays are more aware and up-to-date than they were in the past. Therefore, they have become more demanding now. They expect high quality service enriched with…
Juran Trilogy
What is Juran Trilogy? The Juran Trilogy refers to a management framework developed by Joseph M. Juran, a renowned quality management expert. It consists of three interrelated and sequential processes…
Service Performance Measurement
Service Performance Measurement In the present business scenario, service organisations across the world encounter various issues such as stiffening competition, highly demanding customers, high labour costs, saturation of markets, etc.…
Gap Model of Service Quality
Gap Model of Service Quality At every customer service encounter, the service quality of an organisation is tested. Customers compare the actual service they receive with the expected service. They…
Servqual
Servqual The quality of services provided by service organisations to their customers can be measured by a frequently used framework called SERVQUAL. This framework was introduced by Zeithaml, Parasuraman and…
What is Service Delivery? Factors
What is Service Delivery? Service delivery, a part of service management, is the most important part of interaction between a customer and a service provider. A service may be in…
What is Service Quality? Dimensions, Factors, Delivering, Measuring
What is Service Quality? Service quality refers to the degree to which a service meets or exceeds customer expectations. It is a measure of how well a service is delivered…
What is Service Design? Approaches, Development Process,
What is Service Design? Service Design is the process of designing and developing services that meet the needs and requirements of customers. It is a multidisciplinary approach that involves various…
