Skip to Main Content
Article navigation
Volume 1, Issue 5
1 October 1991
This article was originally published in
Managing Service Quality
Managing Service Quality Cover Image for Volume 1, Issue 5
Research Article| October 01 1991

In search of new ′tools′ Available to Purchase

D. Collier
D. Collier
Search for other works by this author on:
This Site
PubMed
Google Scholar
Author & Article Information
Publisher: Emerald Publishing
Online ISSN: 1758-8030
Print ISSN: 0960-4529
© MCB UP Limited
1991
Managing Service Quality: An International Journal (1991) 1 (5)
https://doi.org/10.1108/09604529110028797

Describes the characteristics and objectives of the service quality process map (SQPM) and its applications for the customer service function of a large credit card processing centre. Compares the SQPM to a visual road map of how excellent service is created and delivered through the eyes of the customer. Considers that SQPMs can be used as a tool to build management decision support systems.

Keywords:
CREDIT CARDS, CUSTOMER SERVICE, DECISION MAKING, SERVICE QUALITY
© MCB UP Limited
1991
You do not currently have access to this content.
Don't already have an account? Register

Purchased this content as a guest? Enter your email address to restore access.

Please enter valid email address.
Email address must be 94 characters or fewer.
Pay-Per-View Access
$41.00
Rental
This article is also available for rental through DeepDyve. Read this now at DeepDyve
69 Views
View Metrics
How consumers perceive and react to AI-chatbots in service recovery: the serial mediating role of mind perception and psychological distance
Health and safety climates: influences on engagement and retention for frontline service employees
Restoring trust: gratitude vs. apology in healthcare service recovery
How parasocial relationships drive purchase intentions: a meta-analysis

Suggested Reading

Improving the quality of the credit authorization process: A quantitative approach
International Journal of Service Industry Management (October,2001)
Factors affecting service recovery performance and customer service employees: A study of Malaysian life insurance industry
International Journal of Productivity and Performance Management (September,2016)
Customer Experience 3.0
Journal of Consumer Marketing (November,2014)
Do task- and relation-oriented customers co-create a better quality of service? : An empirical study of customer-dominant logic
Management Decision (February,2015)
The essence of excellent service
The Antidote (August,1998)

Related Chapters

Customer Service Work and the Aesthetics of Resistance
Rethinking Misbehavior and Resistance in Organizations
Service Design for Libraries: An Introduction
Advances in Librarianship
Using Expertise as a Firewall: Exploring Emotion Work of Novices and Experts
New Ways of Studying Emotions in Organizations

Recommended for you

These recommendations are informed by your reading behaviors and indicated interests.

Cited By

Google Scholar
This Feature Is Available To Subscribers Only

or Create an Account

Close Modal
Close Modal