To read the full version of this content please select one of the options below:

Towards a new approach to understanding service encounters: establishing, learning from and reconciling different views

Mark N.K. Saunders (Human Resource Management Research Centre, Gloucestershire Business School, Cheltenham & Gloucester College of Higher Education, Cheltenham, UK)
Christine S. Williams (CeReS, Centre for Research in Service, Gloucestershire Business School, Cheltenham & Gloucester College of Higher Education, Cheltenham, UK)

Journal of European Industrial Training

ISSN: 0309-0590

Article publication date: 1 March 2000

Abstract

Reviews traditional measures of service quality. Argues that the constraints imposed by such measures mean that they can do little more than facilitate single loop learning. Outlines and evaluates an alternative generic approach, the template process, which operates within a process consultancy framework. Illustrates the application of the template to understanding service encounters through an exploration of the provision of funding for social housing. Highlights the ability of the template process to enable double loop learning. Discusses the implications of this for learning about service encounters and taking action.

Keywords

Citation

Saunders, M.N.K. and Williams, C.S. (2000), "Towards a new approach to understanding service encounters: establishing, learning from and reconciling different views", Journal of European Industrial Training, Vol. 24 No. 2/3/4, pp. 220-227. https://doi.org/10.1108/03090590010321188

Publisher

:

MCB UP Ltd

Copyright © 2000, MCB UP Limited