scholarly journals Discourse on service modularity: investigating service delivery process

2019 ◽  
Author(s):  
Ilona Skačkauskienė ◽  
Jurga Vestertė
Keyword(s):  
Service Delivery ◽  
Service Provider ◽  
Service Management ◽  
Natural Extension ◽  
Abductive Reasoning ◽  
Three Dimensions ◽  
Systemic Analysis ◽  
Provider Perspectives ◽  
Service Offering ◽  
E Mail

*E-mail: [email protected] Abstract. Purpose – the purpose of this research is to determine aspects of the service delivery process what must be considered for modularisation. The aim is reached through (1) investigating the process construct; (2) describing and schematizing service delivery process through integration of customer and provider perspectives; (3) ascertaining the as-pects of the service delivery process modularisation. Research methodology – the article is built on an overview of the scientific literature dealing with the topic, using meth-ods of comparative analysis, systemic analysis, abstraction, synthesis, abductive reasoning. Findings – for achieving service modularisation, the service provider may apply standardisation and automation methods on three dimensions of service delivery process: (1) service offering; (2) parts of the service process that are managed by the provider; (3) organisational structure of the provider. Research limitations – the study examines the aspects of modularity only on the conceptual level. A natural extension of this research is an empirical investigation of the introduced approaches. Practical implications – the proposed approaches help practitioners in the decision-making process for a service delivery process modularisation. Originality/Value – the study approaches the modularisation of the service delivery process considering the customer and service provider perspectives and fills the gap in the literature on service modularisation management. Keywords: services; service modularity; service delivery process; service management.

scholarly journals An IT Service Management Literature Review: Challenges, Benefits, Opportunities and Implementation Practices

Information ◽  
2021 ◽  
Vol 12 (3) ◽  
pp. 111
Author(s):  
João Serrano ◽  
João Faustino ◽  
Daniel Adriano ◽  
Rúben Pereira ◽  
Miguel Mira da Silva
Keyword(s):  
Information Technology ◽  
Life Cycle ◽  
Literature Review ◽  
Service Provider ◽  
Service Management ◽  
It Service Management ◽  
It Services ◽  
It Service ◽  
Support Organizations ◽  
Management Literature

Information technology (IT) service management is considered a collection of frameworks that support organizations managing services. The implementation of these kinds of frameworks is constantly increasing in the IT service provider domain. The main objective is to define and manage IT services through its life cycle. However, from observing the literature, scarcely any research exists describing the main concepts of ITSM. Many organizations still struggle in several contexts in this domain, mainly during implementation. This research aims to develop a reference study detailing the main concepts related with ITSM. Thus, a systematic literature review is performed. In total, 47 articles were selected from top journals and conferences. The benefits, challenges, opportunities, and practices for ITSM implementation were extracted, critically analysed, and then discussed.

Service journey quality: conceptualization, measurement and customer outcomes

2021 ◽  
Vol 32 (6) ◽  
pp. 1-27
Author(s):  
Elina Jaakkola ◽  
Harri Terho
Keyword(s):  
Service Quality ◽  
Service Delivery ◽  
Customer Loyalty ◽  
Financial Services ◽  
Three Dimensions ◽  
Service Research ◽  
Research Approach ◽  
Critical Determinant ◽  
Content Type

PurposeThe quality of the customer journey has become a critical determinant of successful service delivery in contemporary business. Extant journey research focuses on the customer path to purchase, but pays less attention to the touchpoints related to service delivery and consumption that are key for understanding customer experiences in service-intensive contexts. The purpose of this study is to conceptualize service journey quality (SJQ), develop measures for the construct and study its key outcomes.Design/methodology/approachThe study uses a discovery-oriented research approach to conceptualize SJQ by synthesizing theory and field-based insights from customer focus group discussions. Next, using consumer survey data (N = 278) from the financial services context, the authors develop measures for the SJQ. Finally, based on an additional survey dataset (N = 239), the authors test the nomological validity and predictive relevance of the SJQ.FindingsSJQ comprises of three dimensions: (1) journey seamlessness, (2) journey personalization and (3) journey coherence. This study demonstrates that SJQ is a critical driver of service quality and customer loyalty in contemporary business. This study finds that the loyalty link is partially mediated through service quality, indicating that SJQ explains loyalty above and beyond service quality.Research limitations/implicationsSince service quality only partially mediates the link between service journey quality and customer loyalty, future studies should examine alternative mediators, such as customer experience, for a more comprehensive understanding of the performance effects.Practical implicationsThe study offers concrete tools for service managers who wish to understand and develop the quality of service journeys.Originality/valueThis study advances the service journey concept, demonstrates that the quality of the service journey is a critical driver of customer performance and provides rigorous journey constructs for future service research.

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.

Veteran Service Management and E-Government Service Delivery Performance

2011 ◽  
pp. 3133-3141
Author(s):  
Assion Lawson-Body ◽  
Glenn Miller ◽  
Thomas M. Saddler Jr.
Keyword(s):  
Service Delivery ◽  
Service Management ◽  
Primary Objective ◽  
Government Agencies ◽  
Web Portals ◽  
Web Portal ◽  
Government Service ◽  
The Public ◽  
Delivery Performance ◽  
Electronic Service

The importance of electronic service delivery was recognized at the beginning of the emergence of the Internet (Huang & Hu, 2004); thereafter much attention has been devoted to it as a solution to the issue of the traditional service delivery system (Cetiner & Ryan, 2004; Gassan, De Boer, Mourshed, & Rea, 2001). Too often there is little or no congruence between the image of the service communicated by the service firm and the service actually delivered. This leads to unmet customer expectations and probably to non-satisfied customers, who have lost their faith in the firm and its ability to keep its promises. Governments also invest in veteran service management (VSM) and e-government to increase their service delivery performance. Veterans are the nation’s population who have been discharged or retired after serving on active duty with the United States Armed Forces. E-government refers to efforts in the public sector to use information and communication technologies to deliver government services and information to the public (Gant & Gant, 2002; Gefen, 2002). Government agencies face challenges in making veterans aware of the benefits of online services they are receiving. Anecdotal evidence shows the Internet’s Web portal can enable governments to increase their e-service delivery performance. However, there is little existing research that has tested how the use of Web portals to strengthen existing VSM can increase e-government service delivery performance. The primary objective of this study is to examine how VSM, using Web portal aggregation, may impact electronic service delivery performance. Specifically, the study examines: • the theoretical foundation of VSM, • the theoretical impact of VSM on government service delivery performance, • theoretically and empirically how VSM, supported by Web portal aggregation, may impact e-government service delivery performance. This research focuses on government Web portals that deliver electronic services to veterans. The Web portal of the North Dakota Government Rural Outreach (GRO) Initiative has been selected as the sample U.S. government Web portal for this research. That Web portal has been chosen because it has a component dedicated to veterans and county veteran service officers (CVSOs). Data were collected through open-ended interviews with CVSOs. A total sample consists of 10 CVSOs. The study used content analysis to analyze data obtained from a sample of CVSOs, using the GRO Web portal, to test the hypotheses. The CVSOs assist all veterans and their dependents in obtaining all benefits to which they are entitled, both federal and state. The CVSOs are chosen because they play the role of intermediary between veterans, veteran service and benefits providers, and government agencies. CVSOs interact on G2G (government to government) and G2C (government to citizen) basis in order to serve veterans.

Quality-Oriented IT Service Management

2011 ◽  
pp. 108-123
Author(s):  
Patrick Wild
Keyword(s):  
Service Quality ◽  
Service Provider ◽  
Service Management ◽  
Service Providers ◽  
It Services ◽  
Quality Model ◽  
High Quality ◽  
Quality Requirements ◽  
Reference Models ◽  
It Service

<div>Due to the increasing importance of the tertiary sector, information technology (IT) organizations need to face up to new challenges, since their daily business has changed from development and operation of information technology to the customer oriented provision and management of IT services. In order to survive in the market, service providers need to offer and manage competitive and distinctive IT services. The “Profit Impact of Market Strategies” (PIMS) program has emphasized the need for service quality as being a crucial, strategic competitive factor. However, IT service providers do not have guidance of what quality requirements are supposed to be fulfilled to provide high-quality IT services. Different reference models and frameworks such as ITIL (Information Technology Infrastructure Library), COBIT (Control Objectives for Information and related Technology) and ISO 20000 are widely used by many IT organizations for improving service management processes and performance. However, these reference models do not address the improvement of service quality in a consistent manner and it is not clear whether these models have the capability to close quality gaps which may arise within a service provider environment.</div><div><br></div><div>Therefore, this chapter proposes an IT service quality model for identifying potential quality&nbsp;gaps and quality dimensions in an IT service provider environment. Furthermore, it proposes a set of different quality requirements combined in a “Quality Requirements Model for IT Services” that are needed in order to close the respective quality gaps and fulfill the individual quality dimensions. The model is developed by mapping&nbsp;the reference models ITIL v3, COBIT and ISO 20000 to the previously developed quality model. The results of the mappings emphasize that all three models are partially capable to close the individual gaps of the quality model as well as to guarantee the fulfillment of respective quality dimensions. The fulfillment of these developed quality requirements can be utilized as a guideline for providing and managing high-quality IT services in the long term.</div><div><br></div><div>Finally, the maturity level is analyzed and pointed out that most of the quality requirements are assigned to maturity stage 2 or 3. This implies that an IT service provider does not necessarily have to reach a maturity stage 4 or 5 being able offering high service quality.</div><div><br></div><div>In summary, the chapter provides guidance and quality-oriented IT Service Management to answer the following questions:</div><div><br></div><div><ul><li>What kind of quality gaps exist in a service provider environment?<br></li><li>Do reference models such as ITIL, COBIT and ISO 20000 have the capability to close quality gaps which may arise within a service provider environment?<br></li><li>What processes, activities and functions from which reference model are needed in order to close the respective gaps?<br></li><li>What quality requirements need to be implemented in order to provide high-quality IT services?<br></li><li>What maturity level do service providers need to reach in order to fulfill quality requirements?<br></li></ul></div>

scholarly journals National trends and state-level variation in the duration of incoming quitline calls to 1-800-QUIT-NOW during 2012–2015

2020 ◽  
Vol 15 (2) ◽  
pp. 59-66
Author(s):  
Nathan Mann ◽  
Ann Malarcher ◽  
Lei Zhang ◽  
Asma Shaikh ◽  
Jesse Thompson ◽  
...  
Keyword(s):  
Service Delivery ◽  
Service Provider ◽  
State Level ◽  
Level Variation ◽  
Call Duration ◽  
Incoming Call ◽  
Using Data ◽  
National Trends ◽  
Delivery Models ◽  
Call Volume

AbstractIntroductionThe duration of incoming quitline calls may serve as a crude proxy for the potential amount of reactive counseling provided.AimsTo explore whether call duration may be useful for monitoring quitline capacity and service delivery.MethodsUsing data on the duration of incoming quitline calls to 1-800-QUIT-NOW from 2012 through 2015, we examined national trends and state-level variation in average call duration. We estimated a regression model of average call duration as a function of total incoming calls, nationally and by state, controlling for confounders.ResultsFrom 2012 through 2015, average call duration was 11.4 min, nationally, and was 10 min or longer in 33 states. Average call duration was significantly correlated with quitline service provider. Higher incoming call volume was significantly associated with lower average call duration in 32 states and higher average call duration in five states (P-value <0.05). The relationship between call volume and call duration was not correlated with quitline service provider.ConclusionsVariation in average call duration across states likely reflects different service delivery models. Average call duration was associated with call volume in many states. Significant changes in call duration may highlight potential quitline capacity issues that warrant further investigation.

An Extensive Review of IT Service Design in Seven International ITSM Processes Frameworks

2015 ◽  
Vol 8 (1) ◽  
pp. 69-90 ◽  
Author(s):  
Manuel Mora ◽  
Jorge Marx Gomez ◽  
Rory V. O'Connor ◽  
Mahesh Raisinghani ◽  
Ovsei Gelman
Keyword(s):  
Systems Engineering ◽  
Service Management ◽  
Service Design ◽  
It Services ◽  
Service Architecture ◽  
It Service ◽  
Systemic Analysis ◽  
Management Processes ◽  
Academic Researchers ◽  
Common Purpose

The main international IT Service Management processes frameworks (ITIL v2, ISO/IEC 20000, COBIT 4.0, CMMI-SVC, MOF 4.0, and ITUP) include the design of IT services as part of their main best practices. However, despite having a common purpose and conceptual structure, they are organized differently. Hence, ITSM academic researchers and practitioners need to integrate a broad and diverse literature in relation to these frameworks. In Part I of this research, the authors pursued the goal of a descriptive-comparative analysis of fundamental concepts and IT service architecture design models used in the seven ITSM frameworks. In this paper (Part II) we complete this systemic analysis by using the ISO/IEC 15288 systems engineering standard and focusing on the IT design processes and practices reported in the aforementioned ITSM frameworks. Specifically, CMMI-SVC and ITUP are assessed in overall as the strongest frameworks from an engineering view, MOF 4.0 and ITIL v3 as moderate, and ISO/IEC 20000, ITIL v2 and COBIT as the weakest. ITSM academicians and in particular practitioners thus will need to distinguish their utilization according to the level of required detail of the IT service design process. This paper aims to advance our comprehension and understanding on the state of the art regarding what are IT services and how they can be designed. Thus it is of broad significance to ITSM researchers and practitioners.

scholarly journals The Influence of Website Navigational Design on Improving Tourism Performance: Empirical Studies on Sport Tourism Providers in Indonesia

2019 ◽  
Vol 10 (3) ◽  
pp. 408
Author(s):  
Vanessa Gaffar ◽  
Oce Ridwanudin ◽  
Bambang Trinugraha ◽  
Ari Riswanto
Keyword(s):  
Data Analysis ◽  
Literature Review ◽  
Path Analysis ◽  
Service Provider ◽  
Empirical Studies ◽  
The Other ◽  
Three Dimensions ◽  
Sport Tourism ◽  
Purposive Sampling ◽  
Analysis Technique

The purpose of this study is to examine and to explore the influence of website navigational design as a part of ICT, on decision to choose off road adventure service provider, as a sport tourism provider. The sample is 125 companies from varieties of type and category, by using purposive sampling. Data collected through literature review, observation and questionnaires. Path analysis is used as a data analysis technique with SPSS 20. Results shows that only search options influenced decision to choose off road adventure service provider. The other three dimensions don’t have influence in decision to choose off road adventure service provider. It shows that majority of people use website only to find information and tend to see navigation bar, individual hyperlink and image maps as not important. This means that the level of website literacy among consumer is still low. It is important for companies to educate their consumers on how website could benefit them.

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