Search results for " service quality"
showing 9 items of 19 documents
Applying a Dynamic Performance Management Framework to Wicked Issues: How Coproduction Helps to Transform Young People's Services in Surrey County Co…
2017
This article explores how a dynamic performance management (DPM) approach can give policy makers a more integrated, time-related understanding of how to address wicked problems successfully. The article highlights how an outcome-based approach to solving wicked policy problems has to balance three very contrasting objectives of stakeholders in the policy making process-improving service quality, improving quality of life outcomes and improving conformity to the principles of public governance. Simultaneous achievement of these three objectives may not be feasible, as they may form an interactive dynamic system. However the balancing act between them may be achieved by the use of DPM. Policy…
How does information technology– based service degradation influence consumers’ use of services? An information technology–based service degradation …
2019
Information technology is crucial for modern services. Service delivery may include a complex mix of information technology and telecommunication providers, global networks and customers’ information technology devices. This research focuses on service failures that are caused by information technology problems, which we conceptualize as information technology-based service degradation (ITSD). When information technology-based service degradation occurs in a modern service, the information technology problem may originate from the service provider, another partner or any information technology equipment involved. But the customer may not be able to pinpoint the source of the problem immedi…
Fuzzy ServPerf model combined with ELECTRE III to comparatively evaluate service quality of international airports in Sicily
2015
In this paper a new approach was proposed so as to comparatively evaluate the quality of service alternatives. In particular, a fuzzy extension of the ServPerf service conceptual model was considered to estimate quality scores of fundamental service criteria, whereas the non-compensative multi-criteria decision-making ELECTRE III method was employed to point out the quality ranking of service alternatives on the basis of which the comparative service quality analysis was performed. In order to show the effectiveness of the proposed approach, an empirical study concerning service quality evaluation of the three international airports in Sicily (Italy) was conducted with detailed proposals fo…
DINESERV along with fuzzy hierarchical TOPSIS to support the best practices observation and service quality improvement in the restaurant context
2019
Abstract The present work proposes a new Multi-Criteria-Decision-Analysis (MCDA)-based approach integrating the DINESERV model along with the hierarchical TOPSIS method as measurement tool for evaluating quality in the restaurant services context. More in detail, on the basis of the DINESERV theoretical framework of the restaurant service quality, hierarchical TOPSIS is applied to compare quality of restaurant services. Actually, due to the prioritization process of hierarchical TOPSIS, investigated services providers are consistently and effectively assessed against criteria and sub-criteria of DINESERV, so allowing the identification of both best practices and weaknesses of delivered serv…
Incentives, Service Quality, and Regulation: An Application to the Airline Industry
2012
El sector aéreo presenta interesantes retos para el investigador. Se trata de un sector complicado debido, entre otras características, a las siguientes: escasos márgenes de beneficios, elevadas barreras de entrada y salida, alta sensibilidad a ciclos económicos, y la regulación y competencia. Desde los años 90, Europa ha vivido un proceso de desregulación en el tráfico aéreo. Ello ha supuesto una reorganización de las redes desde rutas completamente conectadas (fully-connected) hacia redes con aeropuertos base (hub-and-spoke). No debemos olvidar que sobreviven mercados que están regulados de acuerdo con la calificación de “obligación de servicio público” – en España tenemos el caso de las …
A Multi-Criteria Group Decision To Support The Maintenance Service: A Case Study
2015
The present paper wants to propose a methodology to support a group of decision makers into the choice of actions, to implement on a multi-component system, regarding the maintenance service. The choice has to be made on the basis of several criteria, namely the total maintenance cost, the system unavailability and by considering the maintenance actions feasibility. In particular, with the aim to select the maintenance service that represents for the group the best comprise among the criteria to satisfy, the proposed methodology consists of two multi-criteria decisions methods to apply in two successive phases. The first one regards the application of the Analytic Hierarchy Process (AHP) to…
How does information technology-based service degradation influence consumers’ use of services? : An information technology-based service degradation…
2020
Information technology is crucial for modern services. Service delivery may include a complex mix of information technology and telecommunication providers, global networks and customers’ information technology devices. This research focuses on service failures that are caused by information technology problems, which we conceptualize as information technology-based service degradation (ITSD). When information technology-based service degradation occurs in a modern service, the information technology problem may originate from the service provider, another partner or any information technology equipment involved. But the customer may not be able to pinpoint the source of the problem immedia…
Public versus private transportation choice. A regional survey on needs and perceived quality
2009
The drivers of customer satisfaction for academic library services: managerial hints from an empirical study on two Italian university libraries usin…
2015
The intent of this qualitative research is to investigate and understand the requisites of customer satisfaction for academic libraries’ users and to give managerial hints for the implementation of user centred academic library services. To this aim, we analyse the library services of two Italian Universities (the Faculty of Economics of University of Palermo and the Central Library of the University of Salerno) to find relations and congruencies and to evaluate the perceived relevance of the tangible and intangible aspects of these services. In the preliminary phase of the research, we conducted both focus groups and individual interviews involving students or researchers who regularly use…