Index
Grafton Whyte
(University of Namibia, Namibia)
The V-Model of Service Quality
ISBN: 978-1-78769-606-8, eISBN: 978-1-78769-603-7
Publication date: 18 October 2018
This content is currently only available as a PDF
Citation
Whyte, G. (2018), "Index", The V-Model of Service Quality, Emerald Publishing Limited, Leeds, pp. 131-136. https://doi.org/10.1108/978-1-78769-603-720181013
Publisher
:Emerald Publishing Limited
Copyright © 2018 Emerald Publishing Limited
INDEX
Absent manager
, 105
Acceptance testing
, 13
Access
, 79, 83
Accessibility
, 120
Accidental manager
, 106
Accuracy
, 35, 120
Africa, CSD problem in
, 1–4
African management matrix (AMM)
, 5, 105
Analytical progressive filtering
, 52–55
Attribute level reports
, 58, 60, 75, 78
banking sector report
, 78–80
insurance sector report
, 60–62
see also Item level reports
Attribute(s)
, 21–23, 38
building survey instrument and
, 69–70, 90–91
and definitions
, 34–36
ratings
, 51
of service quality
, 10
service quality attributes in Namibian study
, 71
Bank sector summary report
, 84, 85
Banking sector report
, 78–80
Banking service, complexity in
, 39
Benchmark
measure
, 44
ratings
, 51
Billing system
, 27
Bucket toilet system
, 10
Building society (BS)
, 86
Business
alignment
, 35, 120
environment
, 7–8
Co-creation process
, 97
Communication
, 54
Competence
, 35, 45, 62, 120
of staff
, 21
Complexity
, 35, 38–39, 120
Construing process
, 37
Consumer-driven concerns
, 68
Continual interpretation process
, 37
Control
, 35
operational
, 121
process
, 121
Conventional research in customer service
, 95–96
Correlation analysis
, 33
Correlation coefficient (Corr column)
, 54
Courtesy
, 62
Credibility
, 45, 62
Customer service
, 102
experience
, 97
gap
, 3
‘West’
, 1–2
Customer service delivery (CSD)
, 1, 2, 95
CSD problem in Africa
, 1–4
customer service delivery planned
, 100–102
enterprise-thinking managers
, 106–107
management challenge
, 102–106
planning
, 100–102
SEM
, 95–100
VMSQ
, 4–5
Customer Service Management (CSM)
, 3–4
Customer Service Management Africa (CSMA)
, 3
Customer(s)
, 110–111
attitude and behaviour
, 96–97
customer-driven concerns
, 68
expectations of service
, 10
experience
, 2
knowledge
, 79, 83
retention
, 2
satisfaction
, 2
Cut-off point for KSAs
, 62
Data analysis
, 74–75, 92
analytical progressive filtering
, 52–55
data coding
, 51
Data collection
, 70, 72–74, 91–92
benchmark rating scale
, 48–50
performance rating scale
, 47
progressive filtering
, 43–45
rating scale for responsiveness
, 46
sampling
, 50
stage
, 51
VMSQ process stages
, 41–42
Deliverable dimension
, 101
Design
, 12
operationalisation of
, 12
service management intervention
, 14
technical design
, 13
Direction
, 35, 120
Documentation
, 35, 121
Effectiveness
, 33, 34, 35, 121
Elicitation procedure
, 27–30
Emerging managers
, 106
Employment creation
, 3
Enterprise-thinking managers
, 106–107
European Journal of Marketing
, 4
Extractive industries
, 7
Factor analysis
, 18
Finance
, 104
Fixed-length questionnaire
, 43
Flexibility
, 121
FNB Bank, reporting at item level for
, 81–82
Frequency
, 33
of responses by industry
, 59, 76
Friendliness
, 35, 121
Front office
, 35, 121
Gap Model
, 8–9
Government of Republic of Namibia
, 67–68
Heterogeneity
, 16, 34, 43
Higher Education Institution (HEI)
, 21, 22
Home affairs services
, 86
sector summary report
, 89
Implementation quality
, 30, 31
Industry
frequency of responses by
, 59, 76
sector
, 58, 75
Information
, 101
Information Systems Manager
, 94
Information systems service
management
, 25
questionnaire
, 120–128
Insurance sector
report
, 59, 60–62
service items–recovery
, 63
Integration
, 36, 121
testing
, 13–14
Internal information systems service in international BS
, 86, 90
building survey instrument and attributes
, 90–91
data analysis
, 92
data collection process
, 91–92
execution of study
, 90
reporting of results
, 92–94
International Bank Information Systems Service
, 93
International competitiveness
, 3
Involvement
, 122
Item
, 21–23
Item level reports
, 58, 63, 75, 80–84
recovery attribute and items
, 63–66
see also Attribute level reports
Kelly’s triadic method
, 27
Key service attributes (KSAs)
, 52–53, 58, 77, 92
Knowledge manager
, 105
Legacies of apartheid era
, 67
Management challenge
, 102
management competencies
, 103–104
management practices
, 104–106
Management competencies
, 103
Marketing
, 36, 121
Multi-sector study in Namibia
, 67–69
attribute level reports
, 78–80
building survey instrument and attributes
, 69–70, 71
data analysis
, 74–75
data collection process
, 70, 72–74
execution
, 69
internal information systems service in international BS
, 86, 90–94
item level reports
, 80–84
report summaries
, 84–86, 87, 88, 89
reporting of results
, 75–76
service level reports
, 76–78
Municipal services
, 86–87
Namibian Statistics Agency (NSA)
, 70, 72
Necessity
, 36, 121
Needs analysis
, 13
Online survey process
, 91–92
Operational control
, 121
Operationalisation
, 23–26
of design
, 12
stage
, 18
Overall performance by service or industry
, 60, 76–78
Parasuraman, Berry and Zeithaml SERVQUAL model (PBZ SERVQUAL model)
, 23
attributes
, 41
model
, 25
Past experience
, 38
Pearson’s correlation analysis
, 52, 74
Personal construct theory (PCT)
, 23, 26, 37–38
Poor management competencies
, 103
Poor management practice
, 103
Principal component analysis (PCA)
, 33, 34
Process control
, 121
Product or service
, 103
Progressive businesses
, 2
Progressive filtering
, 11, 16, 17, 43–45, 57
Project initiation stage
, 13
Public sampling unit (PSU)
, 70, 72
Public services or customers
, 68
Quality process
, 111
Recovery
, 45, 62, 70
attribute and items
, 63–66
Reduction
, 34
Reliability
, 36, 45, 62, 122
Repertory grid technique (RepGrid technique)
, 22, 26, 27, 31, 37–38, 91
Reporting
, 36, 122
attribute level reports
, 60–62
item level reports
, 63–66
levels
, 57
service level reports
, 59–60
Responsiveness
, 36, 45, 62 122
rating scale for
, 46
Road map for busy managers
, 109–112
Sampling
, 50
Self-service environment
, 96
Service
, 1, 21
deliverable
, 97
delivery
, 102
encounter drives quality
, 95–96
encounters
, 38
engagement
, 97
exchange
, 100
items
, 21–23
managers
, 84
organisation
, 97
providers
, 2
Service attributes
, 44
attributes and definitions
, 34–36
complexity
, 38–39
elicitation procedure
, 27–30
and items
, 21–23, 111
nature of intervention
, 23–26
PCT
, 37–38
reduction and synthesis
, 31–34
RepGrid in interviews
, 26
statistical analysis
, 30–31
validation
, 37
Service exchange model (SEM)
, 4, 95–100
Service level reports
, 58, 59–60, 75, 76
frequency of responses by industry
, 76
overall performance by service or industry
, 76–78
Service management
, 39
intervention design
, 14
Service quality
, 95
attributes
, 43, 71
model
, 8
Service quality measurement
, 11, 111
approaches
, 15
tool
, 21, 22
‘Servitude’
, 2
SERVQUAL model
, 4, 8, 11, 15, 18
Seven-point Likert scale
, 43–44, 45
Social change
, 3
Software development waterfall model
, 12
Southern African Development Community (SADC)
, 3
Specification
, 36, 122
SPSS software tool
, 51
Stakeholders
, 57, 70
Statistical analysis/techniques
, 17, 30–31
Supermarket services
, 86
summary report
, 88
System handover stage
, 13
Systems development, V-Model of
, 12–14
Systems Service Quality Model
, 25
Technical design
, 13
10 PBZ attributes
, 70
Theory building approach
, 18, 23–26
Time
, 101
Timeliness
, 30, 31
Training
, 36, 122
Triadic method
, 38
Understanding
, 36, 122
Upkeep
, 36, 122
User
, 122
involvement
, 36
V-model of service quality (VMSQ)
, 4–5, 7, 15, 95, 109
academic response
, 8–9
applied to Namibian study
, 73
business environment
, 7–8
deployment
, 18
features
, 16–18
idea
, 14–16
levels of concern
, 11–12
needs for new model
, 10–11
questionnaire
, 118–119
stages
, 19
of systems development
, 12–14
Validation
, 37
Value attribute
, 101
- Prelims
- Chapter 1 Introduction
- Chapter 2 Overview of the VMSQ
- Chapter 3 Identifying Service Attributes (Stage 1)
- Chapter 4 VMSQ – Data Collection (Stage 2)
- Chapter 5 VMSQ – Data Analysis (Stage 3)
- Chapter 6 VMSQ – Reporting (Stage 4)
- Chapter 7 Case Studies
- Chapter 8 A Framework for Customer Service Delivery (CSD)
- Chapter 9 A Road Map for Busy Managers
- References
- Appendix 1
- Appendix 2
- Index