Implementing Service Management Standards: Motivations and Key Factors

2017 ◽  
pp. 83-96
Author(s):  
Cots Santi ◽  
Casadesús Martí
Keyword(s):  
Service Management ◽  
Key Factors ◽  
Management Standards

Determining nursing service management standards in Turkey: A Delphi study

2020 ◽  
Vol 28 (7) ◽  
pp. 1635-1643
Author(s):  
Tuğba Öztürk Yıldırım ◽  
Ülkü Baykal ◽  
Emine Türkmen
Keyword(s):  
Delphi Study ◽  
Service Management ◽  
Nursing Service ◽  
Management Standards

The perceived impact of successful outsourcing on customer service management

2005 ◽  
Vol 10 (5) ◽  
pp. 402-411 ◽  
Author(s):  
Kok Wei Khong
Keyword(s):  
Customer Service ◽  
Structural Equation ◽  
Service Management ◽  
Single Equation ◽  
Key Factors ◽  
Content Type ◽  
Equation Modelling ◽  
Dependent Variables ◽  
Customer Service Management ◽  
Perceived Impact

PurposeThe purpose of this paper is to examine the perceived impact of outsourcing on customer service management.Design/methodology/approachThe examination was conducted via a survey on 124 companies in Malaysia. Using the framework from Elmuti, factors manifesting customer service management were regressed on the key factors manifesting successful outsourcing. Hence a model was contrived. Structural equation modelling (SEM) was used to estimate the model.FindingsThe model was able to provide predictive implications on customer service management, given the activities of key factors manifesting successful outsourcing. In other words to improve customer service management, companies could control their outsourcing activities.Originality/valueThis paper offers an approach to measure the effects of multiple independent variables on multiple dependent variables. Using SEM, multivariate analyses were mathematically represented in a single equation. In this equation, companies could holistically compose strategies to optimise their management in customer service.

Why are Generation Y consumers the most likely to complain and repurchase?

2017 ◽  
Vol 28 (3) ◽  
pp. 520-540 ◽  
Author(s):  
Raquel Reis Soares ◽  
Ting Ting (Christina) Zhang ◽  
João F. Proença ◽  
Jay Kandampully
Keyword(s):  
Generation X ◽  
Generation Y ◽  
Generational Differences ◽  
Service Management ◽  
Service Recovery ◽  
Key Factors ◽  
Content Type ◽  
Service Failures ◽  
Service Recovery Paradox ◽  
Complaint Behavior

Purpose The purpose of this paper is twofold: to examine generational differences in complaint and post-recovery behaviors after service failures and recoveries, and to investigate the key factors that relate to Generation Y consumers’ responses. Design/methodology/approach In a two-stage approach, Study 1 investigates generational differences in the complaint and repurchase behaviors of a vast sample of more than 36,000 customers. Study 2 examines which factors influence Generation Y consumers’ decisions to complain and to repurchase. Findings Across four generational cohorts (the Silent Generation, Baby Boomers, Generation X, and Generation Y), consumers in Generation Y are the most likely to complain about service failures and repurchase after a satisfactory service recovery. The service recovery paradox thus is a generational feature. Generation Y’s unique characteristics – being tech savvy, heavily influenced by peers, and untrusting of brands – relate closely to their complaint and repurchase patterns. These prolific users of social media tend to stay with a service provider after experiencing satisfactory recovery but are more inclined to complain. Originality/value This study contributes to service management literature by revealing generational differences in customers’ complaint behavior and responses to recovery efforts, while also testing repurchase behavior rather than just behavioral intentions. This study provides valuable insights into the unique factors that influence Generation Y consumers’ complaint and post-recovery responses.

scholarly journals MOTÉIS DE PEQUENO PORTE: NOVAS PERSPECTIVAS DE MERCADO

2020 ◽  
Vol 9 (1) ◽  
pp. 01-16
Author(s):  
Victor Antunes de Souza Serrão ◽  
Jucymara Soares Araújo ◽  
Jadson Justi ◽  
Jamson Justi ◽  
Edrilene Barbosa Lima Justi
Keyword(s):  
Service Management ◽  
Market Segment ◽  
Financial Loss ◽  
Current Profile ◽  
Key Factors ◽  
Market Segments ◽  
Brazil Current ◽  
De Se ◽  
Provision Of Services

O objetivo deste estudo é descrever as novas perspectivas da gestão de serviços para o setor moteleiro de pequeno porte. Tal pesquisa se respalda na possibilidade de se propor uma adequação de segmento de mercado para a prestação de serviços em motéis de pequeno porte, uma vez que esses empreendimentos podem estar sofrendo dificuldades de crescimento dentro do segmento dado ao atual perfil do setor. Metodologicamente é engendrado como descritivo com abordagem qualitativa, embasando-se em um estudo de caso em um motel de pequeno porte de Parintins, Amazonas, Brasil. Os resultados indicam pouca motivação e expectativa por parte da proprietária do motel lócus deste estudo em relação ao seu próprio negócio. Em épocas sazonais, há um grande prejuízo financeiro e incapacidade de gestão da empresa em oferecer estratégias de inovação para alavancar o negócio. Conclui-se a necessidade de atualização do regimento que regulamenta os meios de hospedagem oficial no Brasil. A legislação vigente pode ser um dos fatores-chave que levam os motéis de pequeno porte à falência, pois os estabelecimentos moteleiros possuem pouca ou nenhuma abertura de crédito aos bancos e, por isso, mudam de segmento de mercado. Tem-se como reflexão de que não há necessidade de mudança de segmento de mercado e sim uma adaptação própria para o avanço na condução evolutiva do setor moteleiro.Palavras-Chave: Motéis. Administração de serviços. Novas perspectivas de mercado. MOTELS: NEW MARKET PERSPECTIVESAbstract: The objective of this research is to describe the new perspectives of service management for the small motel sector. It is proposed to adapt the market segment to the provision of services in motels, since these enterprises may be experiencing growth difficulties within the segment in the current profile of the sector. This study is characterized as descriptive with a qualitative approach, based on a case study in a small motel in Parintins, Amazonas, Brazil. The results indicate little motivation and expectation on the part of the owner of the motel in relation to her own business. In seasonal times, there is a great financial loss and inability to manage the company in offering innovation strategies to develop the business. It is concluded that there is a need to update the regiment that regulates the means of official hosting in Brazil. Current legislation may be one of the key factors driving small motels into bankruptcy, since the establishments in question have little or no credit opening by financial institutions, and therefore change market segments. One has to reflect that there is no need to change market segment, but rather an adaptation to the evolutionary advance of the motel sector.Keywords: Motels. Administration of services. New market prospects.

IT Service Management Standards

2010 ◽  
pp. 225-241 ◽  
Author(s):  
Aileen Cater-Steel ◽  
Mark Toleman
Keyword(s):  
Service Delivery ◽  
Service Management ◽  
It Infrastructure ◽  
Or Education ◽  
Employment Opportunities ◽  
It Service ◽  
Management Standards ◽  
And Control ◽  
It Infrastructure Library ◽  
Education Process

Service management standards such as the IT infrastructure library (ITIL), and now ISO/IEC 20000, provide guidance and tools for effective management and control of IT service delivery. These standards are of increasing importance to organisations around the globe so education about these standards and possibilities for training of IT staff are important. In the main, academics and Universities have not embraced these standards in either research or education about them; however, demand for IT staff qualified to various levels in these standards grows. Universities have a place in this education process and there are significant benefits to them, the graduates and industry in terms of increases in student numbers, enhanced employment opportunities and improvement in service quality, but there are challenges also especially in relating problems in practice to students. Using results from two national surveys and several case studies, this chapter considers the requirements for education about these important standards.

Key Factors for Measuring Value Co-Creation in the Industrial Service Ecosystem

2022 ◽  
pp. 1-21
Author(s):  
Andrei Bonamigo ◽  
Marcela Cohen Martelotte ◽  
Julia Fonseca Mourão
Keyword(s):  
Content Analysis ◽  
Literature Review ◽  
Service Management ◽  
Key Factors ◽  
Business Services ◽  
Industrial Services ◽  
Services Sector ◽  
Industrial Service ◽  
Service Ecosystem ◽  
Business To Business

Managing and measuring value co-creation in industrial services are emerging themes from the perspective of industry and scientific research. Thus, this chapter aims to review the literature in order to identify the criteria for value co-creation management and measuring used to measure value co-creation in the industrial service ecosystem. To achieve this goal, the authors conducted a systematic literature review and a content analysis of the portfolio resulting from the review. Based on the findings, eight criteria were listed for managing value co-creation in the B2B (business-to-business) services sector. In addition, they identified a lack of limited integration and interdependence between the criteria shown in the literature for cooperative service management among companies.

scholarly journals Education for IT Service Management Standards

2010 ◽  
pp. 293-306
Author(s):  
Aileen Cater-Steel ◽  
Mark Toleman
Keyword(s):  
Service Delivery ◽  
Service Management ◽  
It Service Management ◽  
It Infrastructure ◽  
Or Education ◽  
It Service ◽  
Management Standards ◽  
And Control ◽  
It Infrastructure Library ◽  
Education Process

Service management standards such as the IT Infrastructure Library (ITIL), and now ISO/IEC 20000, provide guidance and tools for the effective management and control of IT service delivery. These standards are of increasing importance to organizations around the globe. Education about these standards and possibilities for training IT staff are, therefore, important. Universities have a place in this education process; however, academics have not embraced these standards in either research or education about them. Regardless, demand grows for IT staff qualified at various levels, particularly on basic or foundational levels, in these standards. This article considers the training offered and the requirement for education related to IT service management. Benefits to universities, graduates, and industry are numerous including increases in student numbers, enhanced employment options for graduates, and improved IT service quality, but there are challenges too, in particular, how to effectively transfer the knowledge to students who have not experienced the IT service environment firsthand.

MIN-ITs: A Framework for Integration of IT Management Standards in Mature Environments

2014 ◽  
Vol 24 (06) ◽  
pp. 887-908 ◽  
Author(s):  
Antoni-Lluís Mesquida ◽  
Antonia Mas ◽  
Tomás San Feliu ◽  
Magdalena Arcilla
Keyword(s):  
Information Security ◽  
Service Management ◽  
Security Management ◽  
It Management ◽  
It Service Management ◽  
Information Security Management ◽  
Iso Standards ◽  
It Service ◽  
Software Companies ◽  
Management Standards

The growing interest of software companies for improving their internal processes, not just software development processes, but also processes in other domains such as Information Technology (IT) service management or information security management, has encouraged these companies to implement recognized models or standards. Most of the ISO standards that define models for software quality, IT service management or information security management provide their recommendations, guidelines, requirements or good practices under a process approach. Due to this approach, there are a large number of relations between these models as well as many common elements. From the study of these relations, this paper presents MIN-ITs, a new framework that supports the integration of different ISO standards related to IT management.

scholarly journals Nursing service management standards

2000 ◽  
Vol 5 (4) ◽  
pp. 3-18 ◽  
Author(s):  
Marie Muller
Keyword(s):  
Health Care ◽  
Health Service ◽  
Full Text ◽  
Service Management ◽  
Health Service Delivery ◽  
Health Care Organisation ◽  
Nursing Service ◽  
Care Organisation ◽  
Management Standards ◽  
Service Manager

The nursing service manager is responsible and accountable for quality nursing service management to facilitate optimal attainment of the goals/objectives and outcomes within the context and scope of health service delivery of the health care organisation. OpsommingDie verpleegdiensbestuur is verantwoordelik en aanspreeklik vir gehalte-verpleegdiensbestuur om optimale bereiking van doelwitte/doelstellings en uitkomste binne die konteks en omvang van gesondheidsdienslewering in ‘n gesondheidsdiens te fasiliteer. *Please note: This is a reduced version of the abstract. Please refer to PDF for full text.

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