2008•Unpublished venueRequires access

Analysis of Service Contact's Impact on Service Quality in Service Industry

Ning Ding, Hui-xia Lu

Abstract

The key to effective operations in service industry lies in providing customers with satisfying service products. Therefore, in the present operation process of service industry, how to manage every service contact with each customer productively has become one of the most important factors in improving service quality. Starting with the impact that service quality has on the development of service industry and the influence that service contact has on service quality, this paper offers a structured and assembled mode of 3 factors for this service contact issue. And based upon the analysis of this mode, the paper offers certain strategies and measures to improve service quality through effective management of service contact in service industry.

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Available abstract

Key concepts: Service guarantee, Service design, Service level objective, Service (business), Service product management, Customer Service Assurance, Service delivery framework, Service quality