Service Quality in Arts Events: Operations Management Strategies for Effective Delivery

2006 ◽  
Vol 10 (4) ◽  
pp. 209-219 ◽  
Author(s):  
Zuleika Beaven ◽  
Chantal Laws
Keyword(s):  
Service Quality ◽  
Operations Management ◽  
Management Strategies ◽  
Effective Delivery

The Interplay Between Online Reviews and Physician Demand: An Empirical Investigation

2021 ◽  
Author(s):  
Yuqian Xu ◽  
Mor Armony ◽  
Anindya Ghose
Keyword(s):  
Service Quality ◽  
Operations Management ◽  
Choice Model ◽  
Healthcare Delivery ◽  
Online Reviews ◽  
The United States ◽  
Patient Choice ◽  
Data Set ◽  
Textual Information ◽  
Time Service

Social media platforms for healthcare services are changing how patients choose physicians. The digitization of healthcare reviews has been providing additional information to patients when choosing their physicians. On the other hand, the growing online information introduces more uncertainty among providers regarding the expected future demand and how different service features can affect patient decisions. In this paper, we derive various service-quality proxies from online reviews and show that leveraging textual information can derive useful operational measures to better understand patient choices. To do so, we study a unique data set from one of the leading appointment-booking websites in the United States. We derive from the text reviews the seven most frequently mentioned topics among patients, namely, bedside manner, diagnosis accuracy, waiting time, service time, insurance process, physician knowledge, and office environment, and then incorporate these service features into a random-coefficient choice model to quantify the economic values of these service-quality proxies. By introducing quality proxies from text reviews, we find the predictive power of patient choice increases significantly, for example, a 6%–12% improvement measured by mean squared error for both in-sample and out-of-sample tests. In addition, our estimation results indicate that contextual description may better characterize users’ perceived quality than numerical ratings on the same service feature. Broadly speaking, this paper shows how to incorporate textual information into an econometric model to understand patient choice in healthcare delivery. Our interdisciplinary approach provides a framework that combines machine learning and structural modeling techniques to advance the literature in empirical operations management, information systems, and marketing. This paper was accepted by David Simchi-Levi, operations management.

scholarly journals A Predictive Fleet Management Strategy for On-Demand Mobility Services: A Case Study in Munich

Electronics ◽  
2020 ◽  
Vol 9 (6) ◽  
pp. 1021
Author(s):  
Michael Wittmann ◽  
Lorenz Neuner ◽  
Markus Lienkamp
Keyword(s):  
Service Quality ◽  
Large Scale ◽  
Management Strategies ◽  
Global Market ◽  
Fleet Management ◽  
Bipartite Matching ◽  
Fleet Size ◽  
Original Size ◽  
Real Time Information

The global market for MoD services is in a state of rapid and challenging transformation, with new market entrants in Europe, such as Uber, MOIA, and CleverShuttle, competing with traditional taxi providers. Rapid developments in available algorithms, data sources, and real-time information systems offer new possibilities of maximizing the efficiency of MoD services. In particular, the use of demand predictions is expected to contribute to a reduction in operational costs and an increase in overall service quality. This paper examines the potential of predictive fleet management strategies applied to a large-scale real-world taxi dataset for the city of Munich. A combination of state-of-the art dispatching algorithms and a predictive RHC optimization for idle vehicle rebalancing was developed to determine the scale by which a fleet size can be reduced without affecting service quality. A simulation study was conducted over a one-week period in Munich, which showed that predictive fleet strategies clearly outperform the present strategy in terms of both service quality and costs. Furthermore, the results showed that current taxi fleets could be reduced to 70% of their original size without any decrease in performance. In addition, the results indicated that the reduced fleet size of the predictive strategy was still 20% larger compared to the theoretical optimum resulting from a bipartite matching approach.

Don’t Call Us, We’ll Call You: An Empirical Study of Caller Behavior Under a Callback Option

2020 ◽  
Author(s):  
Brett A. Hathaway ◽  
Seyed M. Emadi ◽  
Vinayak Deshpande
Keyword(s):  
Service Quality ◽  
Waiting Time ◽  
Operations Management ◽  
Call Center ◽  
Structural Model ◽  
Waiting Times ◽  
System Throughput ◽  
Service Channel ◽  
Data Driven Approach ◽  
Alternative Service

Although call centers have recently invested in callback technology, the effects of this innovation on call center performance are not clearly understood. In this paper, we take a data-driven approach to quantify the operational impact of offering callbacks under a variety of callback policies. To achieve this goal, we formulate a structural model of the caller decision-making process under a callback option and impute their underlying preferences from data. Our model estimates shed light on caller preferences under a callback option. We find that callers experience three to six times less discomfort per unit of time while waiting for callbacks than while waiting in queue, suggesting that offering callbacks can increase service quality by channeling callers to an alternative service channel where they experience less discomfort while waiting. However, after controlling for expected waiting times, callers generally prefer waiting in a queue over accepting a callback and waiting offline. This suggests that managers of this call center may want to spend efforts in educating their customers on the benefits of the callback option. Using the callers’ imputed preferences, we are able to conduct counterfactual analyses of how various callback policies affect the performance of this call center. We find that in this call center, offering to hold the callers’ spot in line or to call back within a window (guaranteed timeframe) reduces average online waiting time (the average time callers wait on the phone) by up to 71% and improves service quality by decreasing callers’ average incurred waiting cost by up to 46%. Moreover, we find that offering callbacks as a demand postponement strategy during periods of temporary congestion reduces average online waiting time by up to 86%, increases service quality by up to 54%, and increases system throughput by up to 2.1%. This paper was accepted by Vishal Gaur, operations management.

scholarly journals Constructing Taipei City Sports Centre Performance Evaluation Model with Fuzzy MCDM Approach Based on Views of Managers

2013 ◽  
Vol 2013 ◽  
pp. 1-13 ◽  
Author(s):  
Chen-Yang Wang ◽  
Pei-Hsuan Tsai ◽  
Hu Zheng
Keyword(s):  
Decision Making ◽  
Operations Management ◽  
Business Strategy ◽  
Evaluation Model ◽  
Management Strategies ◽  
Business Management ◽  
Practical Experience ◽  
Priority Service ◽  
Network Process ◽  
Six Dimensions

This study aims to utilize the fuzzy analytical/network process (FAHP/FANP) and decision-making trial and evaluation laboratory (DEMATEL) approach to recognize the influential indicators of sport centre business management in Taipei city’s sports centre. Twenty-three of sports centres with six-dimensions were identified from the literature review and interview with twelve experts (academic and practical experience). By considering the interrelationships among the indices, DEMATEL was used to deal with the importance and causal relationships among the evaluation indices of sports centre. Then, we employ the FAHP/FANP to determine the weight of each management criterion. Our empirical results provide two main insights: first, sports centre business management strategies comprise six-dimensions and 23 indexes; second, the FANP analysis shows that the six key factors are (in order of priority) service price, site conditions, operations management, traffic conditions, sports products, and staff quality. This study uses the FANP and DEMATEL along with mathematical computing in order to provide sports centre managers with a reliable decision-making reference and to assist them in formulating the most effective business strategy possible.

scholarly journals Banking Technology and Service Quality: Evidence from Private Sector Banks in Kerala

2019 ◽  
Vol 8 (4) ◽  
pp. 12098-12103
Keyword(s):  
Service Quality ◽  
Customer Service ◽  
Commercial Banking ◽  
Five Dimensions ◽  
As You Like It ◽  
Rural And Urban ◽  
Effective Delivery ◽  
Information And Communication ◽  
The One ◽  
Day By Day

Rapid strides in Information and Communication Technology (ICT), is fast penetrating into all aspects of commercial banking. On the one hand ICT enables the banks to provide their customers with ‘As you like it’ products. On the other hand customers are becoming discerning day by day. Banks vie with each other in providing newer products day by day on attractive terms and conditions. Switching costs being low it is difficult for banks to retain their customers. Customer service has become vital today, both for retaining the customers and for attracting new ones. In the aforesaid situation, this study attempts to analyze the significance of the five dimensions of the SERVQUAL model in providing products and services by banks, identify the dimension that most significantly influence the service quality, study as to how the service quality perceptions of males and females differ and also how perceptions differ across rural and urban customers. Using the outcomes of the analysis, suggestions are made to enable more effective delivery of banking services for enhanced customer satisfaction.

scholarly journals Managing service quality: Human resource management strategies

2000 ◽  
Vol 26 (3) ◽  
Author(s):  
K. K. Govender
Keyword(s):  
Service Quality ◽  
Human Resource Management ◽  
Human Resource ◽  
Management Strategies ◽  
Empirical Evaluation ◽  
Management Model ◽  
Service Encounter ◽  
Mediated Effects ◽  
Organisational Climate ◽  
Bank Employees

This article reports the results of an empirical evaluation of a conceptual service encounter management model (Govender, 1999). The various hypotheses proposed to show a relationship between formal and informal socialisation strategies, and the bank employees' perception of the organisational climate and their role are empirically evaluated. Furthermore, the mediated effects of these socialization tactics on the bank customers perception of the service quality was also ascertained by matching a random sample of 210 bank employees with 1050 customers. Opsomming Hierdie artikel rapporteer die resultate van n empiriese evaluering van n konseptuele dienservaringsbestuursmodel (Govender, 1999). Verskeie hipoteses word voorgehou om n verband tussen formele en informele sosialise- ringstrategiee aan te toon, en die bankwerkers se persepsie van die organisatoriese klimaat en hulle rolle word empirics geevalueer.Verder word die modererende effek van hierdie sosialiseringstrategie op die bankkliente se persepsie van dienskwaliteit bepaal deur 'n ewekansige steekproefvan 210 bankwerkers met 1050 kliente af te paar.

Modified Importance-Performance Analysis of E-service Quality

2017 ◽  
Vol 15 (1) ◽  
pp. 84-95
Author(s):  
Chu Luo ◽  
Lei Shen ◽  
Han Gao
Keyword(s):  
Performance Analysis ◽  
Service Quality ◽  
Partial Correlation ◽  
Regression Coefficient ◽  
Management Strategies ◽  
Reliability And Validity ◽  
Quality Scale ◽  
Consumer Surveys ◽  
And Performance ◽  
Comprehensive Framework

This study develops a comprehensive framework of e-service quality, and measures the e-service quality based on modified importance-performance analysis. Based on 300 consumer surveys of four popular retail websites, this study develops an e-service quality scale derived from previous studies, and compares the importance and performance of e-service quality by “regression coefficient approach” and “partial correlation approach”. Modified importance-performance analysis covers the verification of reliability and validity with critical statistical analysis, and offers different e-service quality management strategies for each attribute depending on the quadrant that it is positioned in both “regression coefficient approach” and “partial correlation approach”. 5 attributes are in the “concentrate here” quadrant. 1 attribute is in the “keep up the good work” quadrant. 2 attributes are in the “low priority” quadrant. 7 attributes are in the “possible overkill” quadrant. The results help practitioners to identify what problems exist, and formulate strategies to meet the consumers' needs.

The dynamic outcomes of service quality: a longitudinal investigation

2019 ◽  
Vol 29 (4) ◽  
pp. 513-536 ◽  
Author(s):  
Khalid Hussain ◽  
Fengjie Jing ◽  
Muhammad Junaid ◽  
Farasat Ali Shah Bukhari ◽  
Huayu Shi
Keyword(s):  
Service Quality ◽  
Service Management ◽  
Management Strategies ◽  
Latent Growth ◽  
Content Type ◽  
Longitudinal Investigation ◽  
Confirmatory Factor ◽  
Scant Attention ◽  
Curve Modeling ◽  
Over Time

Purpose The purpose of this paper is to suggest that the effects of service quality (SQ) on outcome variables may shift over time. However, scant attention has been paid to capturing that shift. The current study uses the theory of relationship dynamics to capture the rate and direction of change in the effects of SQ attributes on customer satisfaction (CS) and emotional attachment (EA). For this purpose, the study takes CS-velocity and EA-velocity as dynamic outcomes of SQ. Design/methodology/approach A sample of 306 restaurant consumers responded to a structured questionnaire at three points in time. Confirmatory factor analysis was carried out, followed by analysis of the data through latent growth curve modeling using MPlus (Version 8.1). Findings SQ attributes positively affect CS and EA, but these effects diminish over time, as SQ attributes negatively influence CS-velocity and EA-velocity. In addition, the study demonstrates that dynamic elements strongly impact behavioral intentions (BI). Practical implications The study enables service and relationship marketing managers to better understand the role of SQ attributes in maintaining longitudinal satisfaction, attachment and BI. The insights from this longitudinal investigation help managers to formulate long-term service management and relationship management strategies. Originality/value This study is the first attempt to examine SQ’s dynamic outcomes using longitudinal panel data. It is the first study to introduce EA-velocity as a dynamic construct of EA and the first to examine the relationships of CS-velocity and EA-velocity with BI.

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