International Journal of Service Industry Management: Volume 6 Issue 2
Table of contents
How to describe your service: An invitation to the structured analysis and design technique
Carole Congram, Michael EpelmanService management has underestimated the importance of a processdescription in achieving service and organizational excellence. Whatservice managers need is a methodology for…
Analysis, planning, improvisation and control in the development of new services
Bo Edvardsson, Lars Haglund, Jan MattssonGiven the increasing importance of the service sector in westerneconomies, not enough research has been carried out in the field of newservice development. Reports studies which…
Mass customization: conceptual underpinnings, opportunities and limits
Christopher W.L. HartTraditionally, executives have assumed that trade‐offs – highquality or low cost, efficiency or customization – are inevitable.In defining their businesses, the choice has always…
The zone of tolerance: Exploring the relationship between service transactions and satisfaction with the overall service
Robert JohnstonBriefly reviews some of the literature on service quality and inparticular the zone of tolerance – the zone of acceptable orexpected outcomes in a service experience. Uses the…
Internal services: classification and quality management
Bernd StaussThe ultimate goal of total quality programmes is customersatisfaction. In order to reach that goal, TQM applies the customerorientation maxim internally, assuming that it can be…