Rethinking paradigms of service – service in a virtual environment

Citation

(2003), "Rethinking paradigms of service – service in a virtual environment", Measuring Business Excellence, Vol. 7 No. 2. https://doi.org/10.1108/mbe.2003.26707bae.008

Rethinking paradigms of service – service in a virtual environment

Rethinking paradigms of service – service in a virtual environment

Voss, C.A., International Journal of Operations and Production Management,2003,Vol. 23 No. 1.

Examines two particular theories of service quality and service management in the context of the Web-based environment: the concept that automation leads to mediation between customer and the service organization; and the dimensions of service quality. Discusses the findings of a study of responses to E-mail queries through the Web site of a sample of firms from the retail banking, retailing, travel, utilities, content providers and computer hardware sectors. Finds that the performance on responsiveness as a measure of service was substantially below customer expectation, and that many organizations are finding difficulties in delivering a good service. Drawing on this outcome, proposes that there is a sequence dependency in the development of service on the Web, contending that capabilities and levels of performance must be in place before a company can sustain a presence on the Web. Explores the areas of customer-centered service and value added as ingredients of creating service on the Web. Considers e-service in the context of non-virtual service, and how SERVQUAL, the service quality standard, may be modified in an e-service environment.