Search results for "Service Quality"
showing 10 items of 127 documents
Engaged teams deliver better service performance in innovation climates
2016
Building on the interactionist approach and the consideration of service organizations as open-systems, this study examines the moderating role of team climate for innovation on the relationship between team engagement and service performance. The sample consisted of 599 customers, 344 boundary employees, and 86 supervisors nested in 86 teams from 60 hotels. Multilevel analyses showed significant positive direct relationships between team engagement and service quality indicators. We also found a consistent moderating role of climate for innovation on the association between team engagement and different service performance indicators (functional and relational service quality, overall sati…
Skilled workforce scheduling in Service Centres
2009
Abstract The Skilled Workforce Project Scheduling Problem (SWPSP) is a complex problem of task scheduling and resource assignment that comes up in the daily management of many company Service Centres (SC). The SWPSP considers many real characteristics faced daily by the SC: client-company service quality agreements that establish maximum dates for the beginning and the end of tasks with penalties for delays, criticality levels indicating the client-priority in processing each task, generalized precedence relationships that can produce cycle structures, time period and percentage time lags and variable task durations depending on the worker executing the task. Furthermore, the SC workforce i…
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…
Does service quality matter in measuring the performance of water utilities?
2008
Abstract Quality is a dimension of water services that has been repeatedly omitted in the study of performance of water utilities. In this paper, Data Envelopment Analysis techniques are used to compute both conventional quantity-based and quality-adjusted scores of technical efficiency for a sample of Spanish water utilities. The key assumptions are that a lack of quality (bad quality) can be regarded as a bad output and the existence of a trade-off between quantity and quality. Our main results indicate that quality matters in measuring technical efficiency, the difference between conventional and quality-adjusted evaluations representing the opportunity cost of maintaining quality. Avera…
Hospital performance: Efficiency or quality? Can we have both with IT?
2015
This paper explores influence of IT investment on hospital efficiency and quality.There is a direct effect of IT investment on service quality in hospitals.There is a moderating effect of quality on operational efficiency in hospitals.There is a U-shaped relationship between IT investments and operational efficiency.IT investments have diminishing returns beyond a certain point. The influence of IT investment on hospital efficiency and quality are of great interest to healthcare executives as well as insurers. Few studies have examined how IT investments influence both efficiency and quality or whether there is an optimal IT investment level that influences both in the desired direction. De…
Network channel allocation and revenue maximization
2002
This paper introduces a model that can be used to share link capacity among customers under different kind of traffic conditions. This model is suitable for different kind of networks like the 4G networks (fast wireless access to wired network) to support connections of given duration that requires a certain quality of service. We study different types of network traffic mixed in a same communication link. A single link is considered as a bottleneck and the goal is to find customer traffic profiles that maximizes the revenue of the link. Presented allocation system accepts every calls and there is not absolute blocking, but the offered data rate/user depends on the network load. Data arriva…
A genetic approach for adding QoS to distributed virtual environments
2007
Distributed virtual environment (DVE) systems have been designed last years as a set of distributed servers. These systems allow a large number of remote users to share a single 3D virtual scene. In order to provide quality of service in a DVE system, clients should be properly assigned to servers taking into account system throughput and system latency. The latter one is composed of both network and computational delays. This highly complex problem is known as the quality of service (QoS) problem. In this paper, we study the implementation of a genetic algorithm (GA) for solving the QoS problem in DVE systems. Performance evaluation results show that, due to its ability of both finding goo…
Antecedents of online banking satisfaction and loyalty: empirical evidence from Finland
2009
This study endeavours to contribute to a better understanding of Service Quality (SQ) in online banking by examining the various dimensions related to creating a satisfactory online banking experience. The authors develop a conceptual model and test it with a convenience sample of 183 online banking users. The empirical test of the model finds strong support for the links between perceived security and Perceived Usefulness (PU) and Perceived Ease Of Use (PEOU), reliability and PU and PEOU, between PEOU and satisfaction and finally between satisfaction and loyalty. The study finally provides both theoretical and practical contributions, outlines the main limitations of the study and gives id…
A New Multiblock PLS Based Method to Estimate Causal Models: Application to the Post-Consumption Behavior in Tourism
2009
This study presents a new algorithm for estimating causal models based on multiblock PLS method. This new algorithm is tested in a particular post-consumption behavior with the aim of validating a complex system of relations between antecedents of value, perceived value, satisfaction and loyalty. The results are compared with the classical LVPLS method: both methods support the proposed structural relations, but the explained variance is slightly higher with the new algorithm.
Conceptualizing and measuring loyalty: Towards a conceptual model of tourist loyalty antecedents
2011
Research on loyalty in tourism is becoming an area particularly relevant in the design of strategies for tourism companies oriented towards creating and continuing customer relationships. In this context, the present paper aims at studying loyalty formation in its two approaches (attitudinal and behavioral) from a dual purpose. First, we conduct a literature review on loyalty conceptualization in the context of tourism and focus on the main background — satisfaction, service quality, value and customer commitment — and moderator variables — consumer variety seeking and demographic characteristics. Then a model about direct and indirect relationships between these variables is presented. Ne…