... literature review through library search engines to uncover the latest service delivery-public policy issues in the United States in three distinct industries. Additional Google searches and examination of policymaker websites were also conducted. Findings Our conclusions clarify the importance...

...Elina Jaakkola; Harri Terho Purpose The quality of the customer journey has become a critical determinant of successful service delivery in contemporary business. Extant journey research focuses on the customer path to purchase, but pays less attention to the touchpoints related to service...

... of desirable and feasible changes; and taking steps to improve the problem situation. The importance of service delivery is increasing across manufacturing-based sectors including defence while the significance of functional capability is growing (Kim et al., 2007 ; Erkoyuncu et al...

... incidents Experimental research Service delivery Satisfaction formation involves a dynamic phenomenon (Bolton, 1998 ; Bolton and Lemon, 1999), especially satisfaction with extended service encounters. That is, single service encounters may last for an extended duration (e.g. several hours...

...Jiun‐Sheng Chris Lin; Cheng‐Yu Lin Purpose The purpose of this paper is to examine the phenomenon of emotional contagion in service encounters by proposing and testing an empirical model of the antecedents and consequences of affective service delivery by employees. Design/methodology/approach...

... to identify ways to address and reduce them. Design/methodology/approach The case study approach was used to capture the dynamics of OBCs in B2B service delivery. The challenges and risks were explored using qualitative approaches such as in‐depth interviews, and findings were abstracted through grounded...

... Service delivery Technology led strategy Communication technologies Internet Market value Organizational performance Rising operation costs encourage service firms to consider service delivery options that allow customers to perform part of the service themselves electronically. Development...

... Limited 2005 Consumer satisfaction Human resource strategies Service industries Service delivery Extensive research has helped us better understand the nature of services. Measures of service productivity, termed in the literature as satisfaction or quality, have been extensively...

... and tangible products in EC operations are presented based on the classification of products and delivery channel options and three cases are investigated to illustrate the newly developed matrices. Findings The fit between two dimensions (characteristics of product/service, service delivery processes...

... and the client. A conceptual framework has been developed for service delivery negotiation process based on review of literature and analysis of results from a survey conducted to study the existing approaches being practiced by the industrial organizations to negotiate a service contract. Thus, in a service...

..., the waitperson is polite but no tangible compensation is offered. © Emerald Group Publishing Limited 2004 Service delivery Service improvements Customer service management Customer retention Loyalty rather than satisfaction is becoming the number one strategic goal in today's competitive...

... discussed. © Emerald Group Publishing Limited 2004 Customer service management Role conflict Work organization Service delivery The importance of customer participation is conceptually well established (Bowen and Schneider, 1988). Customer participation could raise organisational...

... as the traveller becomes more engaged in the service encounter. © Emerald Group Publishing Limited 2004 Service control Service delivery Specific performance standard Consumer research The concept of expectations plays an important role in most contemporary discussions of service quality...

... effort in coping with problems of highly complex services and ensuring a successful service operation in terms of satisfaction of customer needs. © MCB UP Limited 2001 Service delivery Customer satisfaction Services The organization‐customer interface has been an important focus...

...Nick Llewellyn; Colin Armistead This paper explores evidence of “social capital” within the service delivery process of a large telecommunications company. It considers the extent to which a specific business process exhibited structural, relational and cognitive features of social capital, which...

.... At the same time, it is acknowledged that the evaluation of service delivery often depends on the so‐called “service encounter”, or the time of interaction between the service firm and customer. Extensive research has been conducted in the field of traditional face‐to‐face encounters, but no attempt has yet...

...Samuel Wathen; John C. Anderson Service delivery requires the reception and processing of customer information. To deliver a service that satisfies customers, service job design should consider information needed to complete service delivery tasks. The objective here is to determine if the quantity...