Developing the Service Template: From measurement to agendas for improvement
Williams, CS and Saunders, M (2007) Developing the Service Template: From measurement to agendas for improvement Service Industries Journal, 26 (5). pp. 581-595.
Available under License : See the attached licence file.
Traditional survey-based measures of service quality are argued to be problematic when reflecting individual services and turning measurement into action. This paper reviews developments to an alternative measurement approach, the Service Template Process, and offers an extension to it. The extended process appears able to measure service users' and deliverers' perceptions of service quality independently. It also enables participants to jointly agree an agenda for quality improvement. The extended process is evaluated in four service situations. The paper concludes with an assessment of the advantages and disadvantages of the process in comparison with more traditional approaches to measuring service quality.
|Divisions :||Faculty of Arts and Social Sciences > Surrey Business School|
|Date :||25 January 2007|
|Identification Number :||10.1080/02642060600722932|
|Additional Information :||This is an Author's Accepted Manuscript of an article published in Service Industries Journal 2007, copyright Taylor & Francis, available online at: http://www.tandfonline.com/10.1080/02642060600722932|
|Depositing User :||Dr Maria Rodriguez-Marquez|
|Date Deposited :||06 Aug 2013 17:09|
|Last Modified :||09 Jun 2014 13:45|
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