Can't fix service quality? Read this

Abstract

Although service quality has improved in many businesses, problems still remain. Service errors continue to have a negative impact on both costs and service quality. Understanding the nature of these errors is the first step in avoiding them. Errors can generally be classified as either worker controllable or management controllable. The purpose of this paper is to provide a basis for dealing with worker-controllable errors in service operations and provide suggestions for reducing the occurrence of such errors.

Keywords:

• conscious errors
• worker-controllable errors
• customer satisfaction
• inadvertent errors
• service quality
• technique errors