Article

Reliability-based analysis of service recovery

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To succeed, service businesses must offer their customers high-quality, reliable service. However, many of the characteristics that make services unique also make it difficult to ensure consistently correct performance. To promptly identify and correct errors when they occur, service managers have been advised to include recovery steps in their service processes. However, while service recovery has anecdotal support, the literature has so far not offered management tools for analytically evaluating a system’s needs for recovery measures or assessing their potential benefit. To provide such a tool, this paper transfers the logic of reliability theory, which is widely used in the design of electrical and mechanical systems. The application of this approach yields several useful insights for managers, to include the effects of various process structure characteristics.

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Ketersediaan

Informasi Detail

Judul Seri

International Journal of Quality & Reliability Management

No. Panggil

ATC LO SIM r

Penerbit

United Kingdom : Emerald Insight., 2014

Deskripsi Fisik

23 p.

Bahasa

English

ISBN/ISSN

-

Klasifikasi

LO

Tipe Isi

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Tipe Media

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Tipe Pembawa

online resource

Edisi

Vol. 21 No. 1, 2004 pp. 11-31

Subjek

Service operations
Service quality assurance
Probability calculations
Reliability management

Info Detail Spesifik

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Pernyataan Tanggungjawab

Jacob V. Simons Jr

Versi lain/terkait

Lampiran Berkas

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