Title: Service TRIZ: an approach for service quality design – with a case study in the hospitality industry

Authors: Arash Shahin, Masoud Pourhamidi

Addresses: Department of Management, University of Isfahan, Isfahan, Iran. ' Department of Management, University of Isfahan, Isfahan, Iran

Abstract: This paper develops the service theory of inventive problem-solving (TRIZ) for service quality design. It also proposes a new generic contradiction matrix for problem-solving in service applications. The traditional algorithm of TRIZ problem-solving is slightly modified; the 39 TRIZ traditional parameters in manufacturing are changed to 12 major parameters; and a 12 × 12 matrix of contradictions is proposed for problem-solving in service applications. The proposed approach is examined at the front desk encounter of a four-star hotel. Findings indicate that the reservation system of the selected hotel is effectively redesigned and improved.

Keywords: TRIZ; inventive problem-solving; service theories; service quality; hospitality industry; generic matrixes; contradiction matrixes; non-technical contradictions; service applications; algorithms; manufacturing parameters; front desks; hotels; reservation systems; Isfahan; Iran; Safir Hotel; business innovation; R&D; research and development.

DOI: 10.1504/IJBIR.2011.041052

International Journal of Business Innovation and Research, 2011 Vol.5 No.4, pp.291 - 308

Published online: 30 Jun 2011 *

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