scholarly journals Courier Services in India: Concerns for Effective Service Delivery

2007 ◽  
Vol 6 (2) ◽  
pp. 83-90
Author(s):  
Sandhya Anvekar
Keyword(s):  
Service Delivery ◽  
Service Provider ◽  
Critical Incidents ◽  
Service Providers ◽  
Service Failure ◽  
Courier Service ◽  
Front Stage ◽  
Effective Service ◽  
Insight Into ◽  
Efficient Distribution

The courier industry in India is like a vital link of communication between persons and corporations meant for individual and industrial benefits. It is an industry worth Rs. 50 billions and is on steady pace of development. More than 2300 courier companies operating in India, it is a challenge for the service provider of courier services to be unique, competent and provide effective service delivery. An insight into the crucial and critical incidents of service failure and strategizing by closing these failures will ensure effective service deliveries by the courier service providers. A trained and skilled front stage personnel, committed delivery boys/runners and efficient distribution networking can enable the courier service operators to provide failure free effective service delivery.

Service Delivery Strategies for Alleviating Pandemic Suffering While Maintaining Profitability

2021 ◽  
Author(s):  
Omkar Palsule-Desai ◽  
Vikrant Vaze ◽  
Gang Li ◽  
Srinagesh Gavirneni
Keyword(s):  
Service Delivery ◽  
Service Provider ◽  
Service Providers ◽  
Quantitative Model ◽  
Customer Segmentation ◽  
For Profit ◽  
Product Assortment ◽  
The Poor ◽  
Service Option ◽  
Delivery Strategies

The postpandemic world requires a renewed focus from service providers on ensuring that all customer segments receive the essential services (food, healthcare, housing, education, etc.) that they need. Philanthropic service providers are unable to cope with the increased demand caused by the social, economic, and operational challenges induced by the pandemic. For-profit service providers offering no-pay services to customers, allowing them to self-select a service option, is becoming a popular strategy in various settings. Obtaining insights into how to efficiently balance societal and financial goals is critical for a for-profit service provider. We develop and analyze a quantitative model of customer utilities, vertically differentiated product assortment, pricing, and market size to understand how service providers can effectively use customer segmentation and serve the poor in the lowest economic strata. We identify conditions under which designing the service delivery to be accessible to the poor can simultaneously benefit the for-profit service provider, customers, and the entire society. Interestingly, we observe that the increasing customer valuation of the no-pay option because of a superior quality service offered by a service provider need not benefit customers. Our work provides a framework to obtain operational, economic, and strategic insights into socially responsible service delivery strategies.

Interactive gaps and cause-effect-outcomes in processes and interfaces of teleological service encounters

2016 ◽  
Vol 10 (3) ◽  
pp. 261-271
Author(s):  
Göran Svensson ◽  
Carmen Padin
Keyword(s):  
Service Provider ◽  
Critical Incidents ◽  
Service Providers ◽  
Learning Curves ◽  
Service Encounters ◽  
Content Type ◽  
Interactive Interface ◽  
Complaint Handling ◽  
Practical Implications ◽  
Outcome Sequence

Purpose The study aims to describe the interactive gaps between service receiver learning curves and service provider adaptive curves, as well as the cause-effect-outcome in processes and interfaces of service encounters, through the perspective of teleological actions. Design/methodology/approach This paper includes a qualitative study based on non-probability sampling of informants (air passengers). Findings The empirical findings indicate interactive gaps in teleological service encounters and a cause-effect-outcome sequence in the associated processes and interfaces. Research limitations/implications The study provides knowledge on how to manage the interactive interface between a service provider and a service receiver and a foundation for enhancing complaint handling in service encounters after critical incidents have occurred. Practical implications Service providers need to balance their teleological actions in relation to the service receivers’ teleological actions when critical incidents occur. Originality/value The paper takes into account service receiver teleological learning curves in relation to service provider teleological adaptive curves in an interactive transformative service encounter (TSE)-model that provides multiple opportunities for further research.

scholarly journals Critical Reflections on the Process of Developing a Resource Manual for Service Providers Working with Immigrants & Refugees with Disabilities

2019 ◽  
Vol 8 (5) ◽  
pp. 98-119
Author(s):  
Kaltrina Kusari ◽  
Yahya El-Lahib ◽  
Natalie Spagnuolo
Keyword(s):  
Service Delivery ◽  
Service Providers ◽  
The Body ◽  
Critical Examination ◽  
Resource Manual ◽  
Hidden Population ◽  
Insight Into ◽  
Critical Reflections

This paper presents critical reflections on the process of developing a resource manual for service providers who work with immigrants/refugees with disabilities. The development of this manual gave us insight into existing programs which address the intersection between immigration and disability, as well as the paradigms that guide services which target immigrants/ refugees with disabilities. We approached the manual through a postcolonial disability framework which facilitated a critical examination of the operation of ableist and neocolonial discourses within and through settlement practices. The main findings highlight the “siloed” nature of service delivery for immigrants/refugees with disabilities. Findings also illustrate how relevant provincial strategies do not address the intersection between immigration and disability, but rather focus on using immigration to reach other provincial targets. These findings add to the body of existing, albeit scarce, literature which focuses on the immigration-disability nexus and provide important implications for policymaking and service delivery for a largely hidden population of immigrants in Canada.

In the eye of the beholder

2020 ◽  
Vol 54 (5) ◽  
pp. 1087-1116
Author(s):  
Shahin Sharifi ◽  
Gerri Spassova
Keyword(s):  
Service Delivery ◽  
Service Providers ◽  
Service Failure ◽  
Experimental Conditions ◽  
Content Type ◽  
Customer Information ◽  
Service Failure And Recovery ◽  
Self Construal ◽  
Public Nature ◽  
Practical Implications

Purpose The purpose of this paper is to investigate the effect of interdependent vs independent self-construal on service satisfaction, following the observation of failure and recovery experienced by a fellow customer. Design/methodology/approach Three experiments were conducted to test the research hypotheses. Findings After service failure, interdependent observers react less favorably compared to independent observers. After high recovery compensation, interdependent observers react more favorably compared to independent observers. The effects are driven by differences in perceived interactional and distributive justice. Research limitations/implications This study uses three scenario-based experiments to test the hypotheses. While providing greater control of the experimental conditions, the external validity of the results is to some extent sacrificed. Moreover, this research does not investigate observers’ reactions to the interactional aspect of recovery. Practical implications When handling service failure, firms are required to anticipate and address not only the responses of the target customers involved but also those of potential observers. Providers can accordingly use available customer information to gauge customers’ likely self-construal and to adjust their service delivery and recovery tactics. Providers can influence observing customers’ reactions by creating a servicescape that activates a desired self-construal. Originality/value This research is one of a few to examine the effect of service failure and recovery on observing customers, and the first to do so via the lens of self-construal. It contributes to the literature on service failure and recovery and the literature on self-construal and has practical implications for service providers. The value of this research is further highlighted given the increasingly public nature of services and the multicultural context of service delivery.

Service failure in higher education institutions

2020 ◽  
Vol 34 (1) ◽  
pp. 45-55 ◽  
Author(s):  
Steven Kayambazinthu Msosa ◽  
Jeevarathnam P. Govender
Keyword(s):  
Higher Education ◽  
Service Delivery ◽  
Delivery System ◽  
Critical Incident ◽  
Service Providers ◽  
Service Failure ◽  
Higher Education Institutions ◽  
Service Delivery System ◽  
Content Type ◽  
Employee Response

Purpose Providing quality service is the goal of many service providers and higher education institutions are not exceptional. However, service failure may occur from time to time which may eventually lead to customer dissatisfaction with the service rendered. The purpose of this paper is to examine service failure incidents in higher education. Design/methodology/approach In this study, three categories of service failure, namely, employee response to service delivery system failure, employee response to customer needs and requests, and unprompted and unsolicited employee actions were used to categorise 45 critical incidents obtained from 30 students at a university of technology. Findings The results showed that service delivery system failures account for the biggest number (51 per cent) of service failure incidents captured in this study. Research limitations/implications The critical incident technique which relies on the respondents’ memory to recall service failure incidents was used to collect information. The drawback is that memory can be fallible and students may end up exaggerating service failure incidents. Practical implications This study can assist higher education institutional managers to understand the nature of service failure incidents that lead to student dissatisfaction. Originality/value This study is unique as it presents service failure incidents from the developing world and further provides the basis for creation of service recovery strategies.

Aggression at the service delivery interface: Do you see what I see?

2008 ◽  
Vol 14 (2) ◽  
pp. 180-192 ◽  
Author(s):  
Loraleigh Keashly ◽  
Joel H Neuman
Keyword(s):  
Service Delivery ◽  
Service Provider ◽  
Service Providers ◽  
Temporal Dynamics ◽  
Healthcare Services ◽  
Department Of Veterans Affairs ◽  
Cross Sectional Survey ◽  
Cross Sectional ◽  
Research Attention ◽  
Us Military

AbstractAggression at the service delivery interface (the point of contact between service provider and service recipient) has become a focus of much recent research attention. However, much of what we know is based on cross-sectional survey data – which tells us little about the underlying dynamics within specific aggressive incidents. Further, these data are often collected from the perspective of the service provider alone. For this study, we focused on specific hostile interactions during the delivery of healthcare services and gathered data from the perspectives of service providers and service recipients. Drawing on interviews with US Department of Veterans Affairs (VA) staff and US military veterans, we categorised and compared each party's attributions for the initiation of hostile (unpleasant) encounters. We found that staff and veterans had different perspectives on the nature of precipitating factors and that the initial attribution for the event was linked to differences in subsequent responding. These findings are discussed in terms of their insight into the temporal dynamics of aggressive events and their implications for the prevention and management of hostility at the service delivery interface.

Negative emotions in Mexican, Puerto Rican and Spanish hospitals

2016 ◽  
Vol 8 (1) ◽  
pp. 17-37
Author(s):  
Carmen Otero-Neira ◽  
Carmen Padin ◽  
Juan Carlos Sosa Varela ◽  
Maria Santos Corrada ◽  
Irma Magana ◽  
...  
Keyword(s):  
Puerto Rican ◽  
Critical Incident ◽  
Critical Incidents ◽  
Service Providers ◽  
Service Failure ◽  
Negative Emotions ◽  
Three Dimensional ◽  
Negative Consequences ◽  
Content Type ◽  
Service Failures

Purpose – This paper aims to assess negative emotions in Mexican, Puerto Rican and Spanish service settings in the hospital industry. The paper also attempts to validate previous findings in existing theory and previous studies across three national samples and describes the similarities and differences in negative emotions between Mexican, Puerto Rican and Spanish service settings. Design/methodology/approach – The current study comprised Mexicans, Puerto Ricans and Spaniards who experienced a service failure (i.e. critical incident) in hospital settings within the past year. A descriptive research design was followed, and a self-administered questionnaire was applied to gather the data from respondents. Findings – The three-dimensional construct of negative emotions commonly identified in existing theory and previous studies of negative emotions turned out to be four in the current multinational study. Research limitations/implications – The four-dimensional construct of negative emotions thus revealed is relevant and valuable to research. A number of research limitations are provided, all of which provide opportunities for further research in assessing negative emotions in service settings. Practical implications – Service providers need to manage and deal with the negative emotions in service failures in an appropriate manner. It is necessary that the front-line staff identify and understand the reasons behind service receiver’s negative emotions in service failures, and that they act accordingly to reduce the intensity of critical incidents and the overall negative consequences. Originality/value – The negative emotions assessed provide a fruitful contribution and do not only complement additional facets to existing theory and previous studies of negative emotions in service settings but also fortify the notion that further research is required to gain an enhanced understanding and additional insights into them across countries and cultures, just as it is crucial to manage the occurrence of negative emotions in critical incidents accurately.

scholarly journals The Future of Digital Services Delivery

2015 ◽  
Vol 3 (3) ◽  
pp. 31-46 ◽  
Author(s):  
Kevin Barrell ◽  
Warren Lemmens
Keyword(s):  
Service Delivery ◽  
Network Architecture ◽  
Service Providers ◽  
Full Range ◽  
Access Network ◽  
Global Marketplace ◽  
Services Delivery ◽  
Digital Services ◽  
Technology Process ◽  
Effective Service

Australia has set a strong ambition to capture opportunities presented by the emerging digital economy. While much discussion has focussed on the significant investment being made in broadband infrastructure, it is important to recognise that a range of other factors will also impact Australia’s ability to realise this vision of a dynamic digital market. Not least will be the requirement for the highest levels of satisfaction across a complex service delivery environment encompassing retail and business consumers, today’s retail and wholesale service providers, early phase digital content providers as well as the full range of future digital application services providers.This challenge transcends access network architecture and technology considerations, while highlighting the complex array of technology, process and systems components required to deliver digital services in the global marketplace. Successfully addressing this challenge is fundamental to ensuring Australia develops an effective service delivery ecosystem to underpin its digital future.This paper makes the case for industry to turn its attention to the operational market structure and processes that will support this future environment, together with the key multi-party relationships and interdependencies that will underpin the required high levels of user experience and Australia’s ultimate success.

scholarly journals Implications of Service Failure on Customer Perception and Patronage of Shuttle Services in South East Nigeria

2018 ◽  
Vol 1 (1) ◽  
pp. p86
Author(s):  
Agu Godswill Agu
Keyword(s):  
Service Delivery ◽  
Service Failure ◽  
Customer Relationship ◽  
Strict Adherence ◽  
Customer Perception ◽  
Service Failures ◽  
Port Harcourt ◽  
Effective Service ◽  
Potential Customers ◽  
Structured Questionnaire

This study examined customers’ perception and patronage level of ABC Transport Shuttle Services in relation to the service failure(s) recorded in the recent past. A survey research was conducted using 386 respondents drawn from the past, present and potential customers of the company in Owerri, Uyo, Calabar, Onitsha, Warri, Port Harcourt, Enugu, Aba and Umuahia. Structured questionnaire were administered on these passengers while an oral interview was conducted with the ABC General Shuttle Manager. The study revealed that major areas of service failure in ABC Shuttle services include poor adherence to scheduled departure time(s), unfriendly system resulting from glaring service failures, delay in service delivery, aging buses and poor service failure management efforts. The study recommended among others, total overhauling of the shuttle system, strict adherence to scheduled departure(s) as well as periodic training of staff on effective customer relationship management and timely, efficient/effective service delivery.

Quality Assurance And The Role Of SERVICOM In Effective Service Delivery: A Case Study Of Obafemi Awolowo University, Nigeria.

2021 ◽  
Vol 8 (3) ◽  
pp. 344-351
Author(s):  
C.O. Ajila ◽  
Cleopatra O. Ibukun
Keyword(s):  
Quality Assurance ◽  
Service Delivery ◽  
Service Provider ◽  
Good Service ◽  
The Third ◽  
Effective Service

The paper succinctly looks at what quality assurance is. It further examines factors militating against assurance of quality and factors responsible for improving quality assurance. The second Section of the paper addresses effective service delivery and qualities of a good service provider. The third Section looks at SERVICOM and its role in effective service delivery. Obafemi Awolowo University is used as a Case Study. The paper concludes with recommendations for the sustenance of standards in Obafemi Awolowo University.

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