What is 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 Information Technology (IT) and Information Technology Enabled Services (ITES) sectors form an important part of the service industry. Today, many industries dealing in computer hardware, software, the Internet, semiconductors,…

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…

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 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.…

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 are dissatisfied when the actual…

What is SERVQUAL? SERVQUAL is a widely used framework for measuring and assessing service quality in various industries, including healthcare, hospitality, retail, and more. It was developed by A. Parasuraman,…

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 the form of information…

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? 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…