Title: Technical Note: New developments in service operations management

Authors: Mary A. Tinkham, Brian H. Kleiner

Addresses: Department of Management, School of Business Administration and Economics, California State University, Fullerton, Fullerton, California 92634-4080, USA. ' Department of Management, School of Business Administration and Economics, California State University, Fullerton, Fullerton, California 92634-4080, USA

Abstract: Declining consumer satisfaction and increasing foreign competition have forced the service industry to find new ways to remain competitive. Improving service quality is the first step. The focus of this paper is to discuss the reasons service quality is difficult to control, methods to increase the control of services by improving the service system and, finally, ways top managers can avoid the four common flaws made in service performance and improve service quality.

Keywords: service operations; operations management; service quality; quality of service; QoS; service performance; quality control.

DOI: 10.1504/IJMPT.1992.036571

International Journal of Materials and Product Technology, 1992 Vol.7 No.3, pp.288 - 294

Published online: 04 Nov 2010 *

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