TY  - JOUR
AB  - Satisfying customers is the best method for organizations to gain competitive advantage. To deliver quality services to customers, we need to understand their expectations. Given accurate understanding of expectations, customer service, which can be regarded as a process that consists of several steps to satisfy customer requirements, should be redesigned to match them. This research intends to suggest a customer service rationalization method which consists of service process model, performance simulation, and contingent change guidelines. For the validation test, we compared the proposed method with other service models and applied it to several real cases. From the applications, we found that the proposed method could reduce the risk of service redesign projects by enabling the better understanding of the performance simulation data from the proposed change alternatives. Finally, we discussed the applications of the method and the implications of this research.
VL  - 7
IS  - 2
SN  - 1463-7154
DO  - 10.1108/14637150110389713
UR  - https://doi.org/10.1108/14637150110389713
AU  - Kim Hee‐Woong
AU  - Kim Young‐Gul
PY  - 2001
Y1  - 2001/01/01
TI  - Rationalizing the customer service process
T2  - Business Process Management Journal
PB  - MCB UP Ltd
SP  - 139
EP  - 156
Y2  - 2024/09/19
ER  -