scholarly journals A Method for Analyzing Service Failure Causes

2012 ◽  
Vol 3 (2) ◽  
pp. 57 ◽  
Author(s):  
Yusuke Kurita ◽  
Takumi Ota ◽  
Koji Kimita ◽  
Yoshiki Shimomura
Keyword(s):  
Service Failure ◽  
Service Design ◽  
Design Methods ◽  
Practical Case ◽  
Service Failures

The provision of highly reliable services is essential for the maintenance of long-term relationships with customers. To establish highly reliable services, the potential for service failures and their causes must be identified and taken appropriate steps in the process of service design. Methods are proposed to support these activities. However, the quality of these analyses depends on designers’ abilities such as their experience. Therefore, it is difficult to enumerate potential service failure and their causes exhaustively in the phase of service design. In this paper, we propose a method for the extraction of service failure causes. The proposed method is verified through its application to a practical case.

A Service Failure Modes Identifying Method to Realize Highly Reliable Services

2012 ◽  
Author(s):  
Yusuke Kurita ◽  
Koji Kimita ◽  
Yoshiki Shimomura
Keyword(s):  
Failure Modes ◽  
Service Providers ◽  
Service Failure ◽  
Effective Means ◽  
Support Service ◽  
Target Market ◽  
Practical Case ◽  
Service Engineering ◽  
Service Failures

Recently, service has been recognized as an effective means to enhance customer satisfaction. The importance of service is widely accepted. According to this background, the authors of this paper have carried out conceptual research on service design from the engineering viewpoint. The series of this research is called “Service Engineering.” In order to achieve a successful service, service providers should maintain the quality of their service and always satisfy their customers. Namely, the provision of highly reliable service is essential for service providers to survive in the target market. In order to realize highly reliable products or services, in general, it is an effective approach to prevent failures from occurring in use phase. In this study, we aim to support service failure analysis in order to minimize the occurrence of failures. This paper proposes a method for identifying the states of service failures. Specifically, we define service failure and propose a procedure to identify the states of service failures with models that are proposed in Service Engineering. The proposed method is verified through its application to a practical case.

scholarly journals Water Woes in Zimbabwe’s Urban Areas in the Middist Of Plenty: 2000 -Present

2012 ◽  
Vol 1 (2) ◽  
pp. 151 ◽  
Author(s):  
Enock C. Makwara
Keyword(s):  
Waste Management ◽  
Water Supply ◽  
Urban Area ◽  
Urban Areas ◽  
Service Failure ◽  
Urban Residents ◽  
Contaminated Water ◽  
Recent Outbreak

Zimbabwe’s urban areas are choking under the weight of over-crowdedness amidstdilapidated infrastructure that is characterised by constant service failure. The water andsewer systems of the country’s major urban centres are on the verge of collapse, thusputting millions of people in danger of consuming contaminated water, including thatfrom underground sources. Waste management and water supply problems manifestthemselves as challenges bedevilling many an urban area in the country. The quality andquantity of water supplied in Zimbabwe’s urban centres has plummeted in recent yearsand has assumed crisis proportions owing to the difficult economic situation and otherchallenges faced by the country. The situation is desperate and dire, as is evidenced by thepoor quality of delivered water, severe water rationing and the outbreak of water-bornediseases in the urban areas dotted across the country. The situation demands and dictatesthat solutions be proffered as a matter of urgency.The recent outbreak of epidemics hasbeen blamed on lack of access to safe water and poor sanitation, two crucial factors incontrolling the spread of diseases. An overly bureaucratic environment, where decisionsand processes take longer, makes life complicated for poor urban residents. Such ascenario motivated the researchers to examine the problem with a view to suggest waysand means of intervening to mitigate and resolve the problem. It emerged from thefindings that the problem is multifaceted in nature, hence a whole range of measures needto be adopted if a long-term solution is to be provided.

Service Failure Effects Analysis Based on Customer Perspective

2013 ◽  
Author(s):  
Yusuke Kurita ◽  
Koji Kimita ◽  
Kentaro Watanabe ◽  
Yoshiki Shimomura
Keyword(s):  
Service Providers ◽  
Service Failure ◽  
Effective Means ◽  
Service Design ◽  
Support Service ◽  
Target Market ◽  
Practical Case ◽  
Service Engineering ◽  
Customer Perspective ◽  
Conceptual Research

Recently, service has been recognized as an effective means to enhance customer satisfaction. The importance of service is widely accepted. Based on this background, the authors of this paper have conducted conceptual research on service design from the engineering perspective. This research series is called “Service Engineering.” In order to achieve a successful service, service providers should maintain service quality and always satisfy their customers. To be specific, the provision of highly reliable service is essential for service providers to survive in their target market. To realize highly reliable products or services, in general, it is an effective approach to prevent failures from occurring in the use phase. In this study, we aim to support service failure analysis in order to minimize the occurrence of failures. This paper proposes a method for analyzing service failure effects in the service design phase. Specifically, we define service failure and propose a procedure to analyze service failure effects with models that are proposed in Service Engineering. The proposed method is verified through its application to a practical case.

scholarly journals Satisfaction with service recovery: Its measurement and its outcomes

2003 ◽  
Vol 34 (3) ◽  
pp. 9-16 ◽  
Author(s):  
C. Boshoff ◽  
G. Staude
Keyword(s):  
Service Failure ◽  
Service Recovery ◽  
Service Firms ◽  
Validity And Reliability ◽  
Service Failures ◽  
Recovery Satisfaction ◽  
Growth Prospects ◽  
Survival And Growth ◽  
Effective Service

Persistent poor service delivery will have a harmful impact on the survival and growth prospects of service firms. The literature contends that, if service failures occur, there are strategies that service firms can employ to return customers to a state of satisfaction. Very little scholarly research has been done, however, to assess the satisfaction of customers after service firms have tried to recover from service failure. Although anecdotal evidence suggest it, no empirical research has been done to confirm that effective service recovery will ensure ‘overall’ satisfaction, or the long-term loyalty of complaining customers.The purpose of this study is to assess the validity and reliability of an instrument purported to measure satisfaction with service recovery (RECOVSAT), and to determine which dimensions of service recovery satisfaction are the most important predictors of overall satisfaction and loyalty.

scholarly journals The influence of cell phone users' relationship intentions on expectations and perceptions of service recovery

2015 ◽  
Vol 46 (1) ◽  
pp. 57-69 ◽  
Author(s):  
L. Kruger ◽  
P. G. Mostert
Keyword(s):  
South African ◽  
Cell Phone ◽  
Service Failure ◽  
Service Recovery ◽  
Service Failures ◽  
Service Failure And Recovery ◽  
Phone User ◽  
First Time ◽  
Moderate Relationship

With the first-time cell phone user market quickly shrinking, it is becoming increasingly important for South African cell phone network providers to retain customers by building long-term relationships with them and consistently offering quality service. Despite cell phone network providers' best intentions, service failures do occur. Not all customers want to build relationships with cell phone network providers, and therefore it is important to consider the influence of customers' relationship intentions within a service failure and recovery setting. The purpose of the study was to determine the influence of relationship intention on expectations and perceptions of two service recovery scenarios within the cell phone industry. Non-probability convenience sampling was used to collect data from 605 cell phone users residing in Gauteng. Results indicate that as respondents' relationship intentions increase, so do their expectations that their cell phone network providers should take service recovery action. It was also found that respondents with high and moderate relationship intentions perceived service recovery strategies of their cell phone network providers including an acknowledgement, apology, explanation and rectification of the problem more favourable, compared to a service recovery strategy only rectifying the problem, than those respondents with low relationship intentions.

Thinking Beyond Language: Intervention for Severe Aphasia

2009 ◽  
Vol 19 (1) ◽  
pp. 15-22 ◽  
Author(s):  
Nina Simmons-Mackie
Keyword(s):  
Quality Of Life ◽  
Communication Training ◽  
Language Intervention ◽  
Specific Training ◽  
Environmental Support ◽  
Total Communication ◽  
Communication Partners

Abstract Purpose: This article addresses several intervention approaches that aim to improve life for individuals with severe aphasia. Because severe aphasia significantly compromises language, often for the long term, recommended approaches focus on additional domains that affect quality of life. Treatments are discussed that involve increasing participation in personally relevant life situations, enhancing environmental support for communication and participation, and improving communicative confidence. Methods: Interventions that have been suggested in the aphasia literature as particularly appropriate for people with severe aphasia include training in total communication, training of communication partners, and activity specific training. Conclusion: Several intervention approaches can be implemented to enhance life with severe aphasia.

Communication Disordered: Program Implementation in Long-Term Care

2016 ◽  
Vol 1 (15) ◽  
pp. 64-67
Author(s):  
George Barnes ◽  
Joseph Salemi
Keyword(s):  
Program Implementation ◽  
Long Term Care ◽  
Family Satisfaction ◽  
Regulatory Compliance ◽  
Care Staff ◽  
Term Care ◽  
Staff Members ◽  
Change Policy

The organizational structure of long-term care (LTC) facilities often removes the rehab department from the interdisciplinary work culture, inhibiting the speech-language pathologist's (SLP's) communication with the facility administration and limiting the SLP's influence when implementing clinical programs. The SLP then is unable to change policy or monitor the actions of the care staff. When the SLP asks staff members to follow protocols not yet accepted by facility policy, staff may be unable to respond due to confusing or conflicting protocol. The SLP needs to involve members of the facility administration in the policy-making process in order to create successful clinical programs. The SLP must overcome communication barriers by understanding the needs of the administration to explain how staff compliance with clinical goals improves quality of care, regulatory compliance, and patient-family satisfaction, and has the potential to enhance revenue for the facility. By taking this approach, the SLP has a greater opportunity to increase safety, independence, and quality of life for patients who otherwise may not receive access to the appropriate services.

Long term follow-up in quality of life after mitral valve surgery

2012 ◽  
Vol 60 (S 01) ◽  
Author(s):  
I Kammerer ◽  
M Höhn ◽  
AH Kiessling ◽  
S Becker ◽  
FU Sack
Keyword(s):  
Quality Of Life ◽  
Mitral Valve ◽  
Mitral Valve Surgery ◽  
Valve Surgery ◽  
Long Term Follow Up
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