TSM_OpMgmt
MSE TSM Operatiosn Management
MSE TSM Operatiosn Management
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Flashcards
How can service quality measured?
- SERVQUAL: multi item scale for measuring the five dimensions of service quality
- Walk-through Audit: evaluate the service experience form a customer perspective
the five roles of technology in the service encounter:
A: Technology-free (customer interacts physical with a human service provider)
B: Technology-assisted (only service provider has access to tech - example X-Ray at the dentist)
C: Technology-faciilitated (both of customer and provider have access to the same technology - financial advise on pc)
D:Technology-mediated (not physical or face to face, communication above telephone, distant callcenter etc.)
E: Technology-generated (self-service): the humann service provider is replaced, self service
Bordoloi, S. K. (2019). Service management operations, strategy, information technology (Ninth
edition, international student edition). McGraw-Hill Education.
Maisters First Law of Service:
"Customer compare expectations with perceptions"
Satisfaction = Perception - Expectation
- If P>E, then customer is satisfied
- If P<E, then customer is unsatisfied
David H. Maister: The Psychology of Waiting Lines
Maisters Second Law of Services:
“It is hard to play catch-up ball.”
A bad experience in this first step will influence the whole service experience
David H. Maister: The Psychology of Waiting Lines
