search query: @indexterm Service management / total: 228
reference: 41 / 228
| Author: | Oliva, R. Sterman, J. D. |
| Title: | Cutting Corners and Working Overtime: Quality Erosion in the Service Industry |
| Journal: | Management Science
2001 : JUL, VOL. 47:7, p. 894-914 |
| Index terms: | ORGANIZATIONAL LEARNING SERVICE QUALITY SERVICE MANAGEMENT |
| Language: | eng |
| Abstract: | The authors hypothesize that the characteristics of services- inseparability, intangibility, and labor intensity-interact with management practices to bias service providers toward reducing the level of service they deliver, often locking entire industries into a vicious cycle of eroding service standards. To explore this proposition the authors develop a formal model that integrates the structural elements of service delivery. The authors use econometric estimation, interviews, observations, and archival data to calibrate the model for a consumer-lending service center in a major bank in the United Kingdom. |
SCIMA