Service Productivity at Airports

2014 ◽  
pp. 95-111
Author(s):  
Claudia Lehmann ◽  
Kathrin M. Möslein
Keyword(s):  
Service Productivity

QFD APPROACH FOR QUALITY IMPROVEMENT OF A SUSTAINABLE PRODUCT-SERVICE SYSTEM

2019 ◽  
Vol 1 (1) ◽  
pp. 76
Author(s):  
Nur Indrianti ◽  
Devika Kumala ◽  
Tri Wibawa
Keyword(s):  
Quality Improvement ◽  
Quality Function Deployment ◽  
Service System ◽  
Design Tool ◽  
Productivity Index ◽  
Product Service System ◽  
Goods And Services ◽  
Product Service ◽  
Service Productivity ◽  
Sustainability Concept

Increasing awareness of the importance of services has given rise to the concept of product-service system where goods and services are sold as an integrated package to customers. On the other hand, the emerging sustainability concept has escalated the demand for sustainability for industries. Consequently, it is necessary to build strategies that lead the company to achieve sustainability goals while keeping competitiveness. Drawing on the necessity service and sustainability concept in the quality improvement of the product-service system, this study aims to develop a systematic design tool by filling the gap to the previous studies. We used Quality Function Deployment (QFD) approach by considering customer requirements (VoC) and stakeholder requirements (VoSt), instead of VoC only, based on the service and sustainability dimensions. We refer to the proposed QFD approach as QFDSPS. We introduce service productivity index (SPI) to measure the performance of the system. Thus, in the proposed methodology, the strategies for quality improvement were defined as subject to VoC, VoSt, and SPI. The methodology was implemented in a Javanese restaurant which meets the characteristics of a product-service system. The result shows that the proposed method can be implemented. The implications due to the implementation of the method are also discussed.

Antecedents And Outcomes Of Qwl Among Employees In Banks

2019 ◽  
Vol 118 (7) ◽  
pp. 1-19
Author(s):  
Geethanjali N ◽  
Parveen Roja M ◽  
Lavanya D
Keyword(s):  
Organizational Climate ◽  
Job Stress ◽  
Work Life ◽  
Working Environment ◽  
Quality Of Work Life ◽  
Quality Of Work ◽  
Significant Difference ◽  
Service Productivity ◽  
The Impact

Quality of work life is the major factor to be considered in working environment of any organization. The performance of employees and the organization lies on the ability of the employees based on working environment. The QWL leads to better working environment which improves the performance of organization. The present study has made an attempt to find the level of factors causing QWL and the impact of outcome of QWL in banks. Since the profile of the banks may be associated with the level of outcomes of QWL, the present study has made an attempt to examine it with the help of one way analysis of variance and t-test. The included outcomes of QWL are job satisfaction, job stress, organizational climate, organizational commitment, employees retention behaviour, service quality employees and service productivity of employees. The highly associated determinants of QWL and the significant difference among the PUSBs and PRSBs have been noticed. The significantly associating important profiles of the banks regarding the existence of outcome of QWL are identified.

Service productivity as mutual learning

2015 ◽  
Vol 7 (2/3) ◽  
pp. 296-311 ◽  
Author(s):  
Christian Grönroos ◽  
Katri Ojasalo
Keyword(s):  
Open Systems ◽  
Cost Savings ◽  
Service Organizations ◽  
Content Type ◽  
Mutual Learning ◽  
Context Learning ◽  
Starting Point ◽  
Service Production ◽  
Service Productivity ◽  
Internal Efficiency

Purpose – The purpose of this paper is to analyse the mutual learning implications for service productivity of the characteristics of service and service production. Design/methodology/approach – This is a conceptual paper. The starting point is, first of all, that productivity as a management concept should help a firm to manage its economic profit, and secondly, that service organizations are open systems, where the customers participate as co-producers and are exposed to the firm’s production resources and processes. Unlike in manufacturing, to understand productivity in service organizations as a means of managing profit, cost effects and revenue effects of changes in the productions system cannot be separated. Due to the interaction between customers and the firm’s resources during service production, dialogical collaboration between them develops. This enables mutual learning. Findings – Given the social dynamics in service production processes, four learning processes that influence service productivity are identified. Two processes enhance the organizations’s internal efficiency (cost savings), and two enhance its external effectiveness (perceived quality, revenue generation); two are organization-driven, two are customer-driven. Research limitations/implications – The mutual learning model demonstrates how the service provider by learning from the dynamics of service encounters in many ways can manage the productivity of the organizations’s processes. It shows that learning enables improvement of service productivity through effects enhancing both internal efficiency and external effectiveness. Originality/value – In a productivity context, learning has not earlier been studied as a mutual learning phenomenon.

scholarly journals The impact of an acute care surgery model on general surgery service productivity

2018 ◽  
Vol 12 ◽  
pp. 26-30 ◽  
Author(s):  
Adam N. Paine ◽  
Bradley L. Krompf ◽  
Edward C. Borrazzo ◽  
Thomas P. Ahern ◽  
Ajai K. Malhotra ◽  
...  
Keyword(s):  
Acute Care ◽  
General Surgery ◽  
Acute Care Surgery ◽  
Service Productivity ◽  
Care Surgery ◽  
The Impact

Service productivity

2004 ◽  
Vol 53 (3) ◽  
pp. 201-213 ◽  
Author(s):  
Robert Johnston ◽  
Peter Jones
Keyword(s):  
Service Productivity

scholarly journals Exploration of Customer Compliant Behavior toward Asain Full-Service Restaurants

2016 ◽  
Vol 8 (2) ◽  
pp. 46 ◽  
Author(s):  
Grace Suk Ha Chan ◽  
Anna Chun-Hsuan Hsiao ◽  
Ada Lai Yung Lee
Keyword(s):  
Hong Kong ◽  
Service Failure ◽  
Qualitative Approach ◽  
Customer Feedback ◽  
Compliant Behavior ◽  
Depth Interview ◽  
Service Productivity ◽  
Fair Compensation ◽  
Complaint Behavior ◽  
First Time

<p>The first law of service productivity and quality in restaurants is doing it right the first time. In today’s highly competitive environment, restaurants should acquire feedback from their customers to improve further the products and services they offer. One means to obtain customer feedback is to encourage and facilitate the complaint process. In response to an unhappy service, customers either speak with the management, their friends or do nothing, and they may also expect fair compensation whenever service failure occurs. This study aimed to investigate the complaint behavior of Hong Kong customers toward Asian full-service restaurants. A qualitative approach was adopted with a sample of 30 respondents who often dine in Asian full-service restaurants. Semi-structured questions were asked through an in-depth interview. Based on the results, the reasons for the complaints and complaint behavior of Hong Kong customers were identified, and recommendations were made to provide insights for industrial practitioners.</p>

Managing Service Productivity

2014 ◽  
pp. 43-58
Author(s):  
Stephan Klingner ◽  
Stephanie Pravemann ◽  
Michael Becker ◽  
Klaus-Peter Fähnrich
Keyword(s):  
Service Productivity
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