To decrease the possibility of customer defections, service managers need to\ntrack the cumulative effect of service errors on customer perceptions. Despite\nthis need, past research in the service management literature does not provide\nmanagers with comprehensive methodologies tailored to this problem. Most\nprevious research views service error as either a technical issue which can be\naddressed via reliability tools commonly used in manufacturing or as a dimension\nof service quality which can be assessed via customer feedback a single\npoint in time. This paper will integrate concepts from both of these approaches\nto propose a methodology for analyzing the cumulative effect of\nservice errors on customer perceptions. The methodology will also include a\nframework for classifying service error.
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