This list represents a summary of the past forty years of service design literature. The citations were compiled from the Emergence conference at Carnegie Mellon University as well as the Designing for Services project in the UK, service design syllabi at CMU and independent research. I've included the abstracts and introductions to the papers and cross-referenced examples and concepts so that it's easy to follow the development of ideas such as "service blueprinting" across multiple papers.
Select any underlined term to filter the list, showing only papers that share that particular concept, example, author, journal or decade. If you'd like to help fill in the gaps by suggesting other canonical papers, e-mail the citations to service at howardesign.com. Thanks!
Filter: Papers that mention "Dimensions of Service Quality" | View all papers
From the article: "Quality of service is becoming an increasingly important differentiator between competing businesses in the retailing sector. In today's fiercely competitive marketplace, characterized by similarly priced, look-alike product offerings from a variety of retailing firms, clear winners will be the ones that provide excellent service quality. The paper describes the development and potential applications of a multiple-item instrument--called SERVQUAL--for measuring customer perceptions of service quality.
Examples: Appliance Repair and Maintenance, Banks, Long-distance Telephone, Credit card
From the article: "The service encounter frequently is the service from the customer's point of view. Using the critical incident method, the authors collected 700 incidents from customers of airlines, hotels, and restaurants. The incidents were categorized to isolate the particular events and related behaviors of contact employees that cause customers to distinguish very satisfactory service encounters from very dissatisfactory ones. Key implications for managers and researchers are highlighted."
Examples: Airlines, Hotels, Restaurants, Life Insurance
From the article: "It is time for U.S. companies to raise their service aspirations significantly and for U.S. executives to declare war on mediocre service and set their sights on consistently excellent service, say the authors. This goal is within reach if managers will provide the necessary leadership, remember that the sole judge of service quality is the customer, and implement what the authors call the "five service imperatives."
Examples: Deluxe Corporation, Southwest Airlines, Sewell Village Cadillac, Palais Royal Apparel, Nordstroms, Wal-Mart, McDonalds, Century 21, Walt Disney World, Friendly Bank, PHH FleetAmerica, Aid Association for Lutherans, Preston Trucking Company, Books and Co., Florida Power & Light, British Airways, Wachovia Bank & Trust, First Bank System, American Express
From the article: "In a previous article we presented SERVQUAL, a multiple-item scale for measuring service quality. In the present article, we discuss findings from a follow-up study in which we refined SERVQUAL and replicated it in five different customer samples. We also compare our findings with those of other researchers who have recently employed and evaluated SERVQUAL. On the basis of insights from this comparative discussion, we offer directions for future SERVQUAL research and applications."
Examples: Banks, Insurance, Long-distance Telephone
From the article: "Examines service provider behaviors that influence customer evaluation of service encounters. Develops a list of service provider behaviors relevant to customer evaluation of a service encounter. Examines performance of these behaviors in specific restaurant and medical transactions. Then examines the relationship between performance of each behavior and encounter satisfaction. Behaviors are grouped, using factor analysis from consumer surveys, into three dimensions: concern, civility, and congeniality. Each is defined using multiple behavioral measures. Measures include concepts not widely addressed in current services literature, including conversation, respect, genuineness, attitude and demeanor. These dimensions and constituent behaviors provide a framework for future research and service training and management."
Examples: Medical, Restaurant