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The predominant view of service systems is mechanistic and linear.
However, few empirical studies have examined how the use of scripts affects the customer's view of service quality.
In this respect, Resource Oriented Architectures based on the REST architectural style, have been proposed as a possible alternative to the operation-based view of service offerings.
The authors reveal a transformed view of service, presenting an operating model built on tough choices organizations must make: (1) How do customers define "excellence" in your offering?
The blueprint principle helps cut down the time and inefficiency of random service development and gives a higher level view of service management prerogatives.
This article examines how three factors emotions, trust and control shape customer assessments of service experiences and their overall view of service providers.
Similar(41)
In view of service-oriented architecture (SOA) and Web services, there have been numerous extensions and enhancements to these traditional technologies, including XML Parsers and similar capabilities, and there also continue to be a number of complexities.
This author offers one view of services, which, if followed, results in a "rational approach to the rationalization" of services.
Service innovation involves intangible resources for a more radical service logic perspective that challenges the conventional attribute-based view of services delivery designs.
In contrast to NPM's mechanistic and disaggregated approach, services management literature has advanced a theoretical view of services from a systemic, interconnected approach [ 30].
Thus these perceptions of quality go beyond the simple skills of health workers and encompass a much broader view of services, encompassing the physical building, atmosphere, and attitudes encountered during a facility visit.
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