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DevOps and Software Factories
Published in Yves Caseau, The Lean Approach to Digital Transformation, 2022
Automating the software product development process is necessary to enable companies to win the innovation race, to reduce TTM, and to better satisfy their customers by iterating at a faster pace the “continuous product discovery” cycle presented in Chapter 3. This is a key dimension of digital transformation: going faster means learning faster and being able to co-construct the products and services that customers need more quickly. Automation also contributes to improving service quality and reducing costs.3 As we said in Chapter 4, human error is still a frequent root cause of production incidents. The more frequent the deployment and release processes are, the more repetition leads to careless errors if manual processes are kept. Moreover, manual processes require important documentation (operating procedures) that must be constantly updated in the constantly changing world of digital transformation.4 The example of security policies (antivirus, firewall rules, authentication rules, etc.) perfectly illustrates the virtues of automation. When an intrusion is detected, it is most often necessary to react by modifying some of these policies and then deploying them as quickly as possible, without error. Automation is the only way to combine speed and accuracy.
Service management – focus on customer experience
Published in Vitalija Danivska, Rianne Appel-Meulenbroek, A Handbook of Management Theories and Models for Office Environments and Services, 2021
Vitalija Danivska, Nora Johanne Klungseth
Service management takes a holistic perspective towards organisational change and covers multiple problems arising in organisations. Table 18.1 presents a short literature overview emphasising different disciplinary approaches to service management. Within the operations management discipline, service research deals with the organising dilemma and studies the design, planning, controlling, and management of services. The core statement is that internal process quality influences the quality of the external service. The customer is seen as a co-creator of value. In the marketing discipline, researchers study relationships between a service provider and a customer. The main idea is that service quality depends on employee interactions with the customer, which leads to increased value and satisfaction. Studies within the human resource management (HRM) discipline focus on service employees and their empowerment as a source of competitive advantage. Employees are seen as internal customers that need to be served too. In organisational management discipline, service value creation is studied from a network perspective rather than a dyadic relationship, explaining relationships between the internal and external processes, customers, employees, and the market.
Intelligent distributed applications in e-commerce and e-banking
Published in Noura Metawa, Mohamed Elhoseny, Aboul Ella Hassanien, M. Kabir Hassan, Expert Systems in Finance, 2019
Jennifer Brodmann, Phuvadon Wuthisatian
The most important quality attributes of internet-based e-banking usefulness are “accuracy, security network speed, user-friendliness, user involvement and convenience” (Liao and Cheung, 2002). Loonam and O’Loughlin (2008) propose that future e-banking and complex financial product adoption will be contingent upon assertive online marketing campaigns and a rise in the responsiveness of e-banking websites. Bauer et al. (2005) examine the factors that determine e-banking quality and find that this comprises three dimensions: security trustworthiness and essential services, attractive cross-buying services and added value, and transaction support and service provider responsiveness. Satisfaction from previous usage of the bank website has a positive effect on consumer loyalty and positive word-of-mouth (Casaló et al., 2008). Website usability has a positive impact on customer satisfaction as well as loyalty having a positive relationship with positive word-of-mouth Casaló et al., 2008). Service quality is needed to boost customer satisfaction and to build trust and loyalty (Chu et al., 2012).
Impact of Live Chat Service Quality on Behavioral Intentions and Relationship Quality: A Meta-Analysis
Published in International Journal of Human–Computer Interaction, 2022
Service quality is defined as “the result of the comparison that customers make between their expectations about a service and their perception of the way the service has been performed” (Şahin et al., 2012, p. 11192). The service quality construct has been adapted to the virtual context through the use of the term “e-service quality.” Parasuraman et al. (2005, p. 217) define e-service quality (e-SQ) as “the extent to which a website facilitates efficient and effective shopping, purchasing, and delivery.” Fassnacht and Koese (2006, p. 25), for their part, define e-SQ as “the degree to which an electronic service can effectively and efficiently fulfill relevant customer needs.” A scale of measurement recently developed by Chen et al. (2022, p. 565) measures AI-based chatbot service quality (AICSQ) which they define as the “user perception of system and information quality.” We can therefore consider live chat service quality as the degree to which live chat services can fulfill customer needs effectively and efficiently through system and information quality.
How Relationship Quality, Service Quality, and Value Affect the Intention to Purchase IT/IS Outsourcing Services
Published in Information Systems Management, 2022
Service quality can be perceived as an attitude and a long-term evaluation of service encounters (Cronin & Taylor, 1992). The perception of service quality varies by individual because of the intangible service characteristics that influence its assessment. Service quality has been demonstrated to lead to considerable benefits for firms, such as increased profits, reduced costs, and increased market share (Chakrabarty et al., 2008). Regarding service quality, Parasuraman et al. (1985) created a framework comprising five critical dimensions: tangibility, reliability, responsiveness, assurance, and empathy. Collectively, this multi-dimensional research instrument is known as SERVQUAL. However, studies have depicted disagreements in the conceptualization, methodology, and analysis under this instrument (Cronin & Taylor, 1992; Landrum et al., 2007). In comparison to SERVQUAL (a gap-based scale), researchers consider the SERVPERF scale (a performance-only index) as being more appropriate to measure service quality (Brady et al., 2002; Landrum et al., 2007; Parasuraman et al., 1985, 1988). The predictive superiority of the SERVPERF measurement scale has been verified in IT/IS outsourcing studies, which is why we also use it in this study (Kettinger & Lee, 1997; Van Dyke et al., 1999).
The value of visual quality and service quality to augmented reality enabled mobile shopping experience
Published in Quality Management Journal, 2021
Alsius David, William D. Senn, Daniel A. Peak, Victor R. Prybutok, Charles Blankson
Service quality is defined as the difference between a customer’s expectation and their perception of the performance of a service (Kuo et al., 2009; Parasuraman et al., 1985; Parasuraman et al., 1988). Service quality is typically considered a multidimensional construct comprising between five and seven dimensions. Various instruments have been used to measure service quality including SERVQUAL and SERVPERF. SERVQUAL consists of 7 dimensions, while SERVPERF focuses on the performance-only component of SERVQUAL, cutting the number of dimensions down to the current 5. Prior researchers have considered reliability and responsiveness as more objective dimensions, while considering tangibility, assurance, and empathy as more subjective (Landrum et al., 2009). Previous studies have used these dimensions to examine service quality in retail (Alzola & Robaina, 2005; Elmelegy et al., 2017). In this research, the authors chose to utilize the more objective dimensions, reliability and responsiveness. They hypothesize that greater levels of perceived service quality of product presentations due to the responsiveness, and reliability of this service, leads to greater customer satisfaction, and greater customer satisfaction leads to greater levels of excitement, eagerness and willingness to recommend the app that the customer is satisfied with. Hence, the following hypotheses are put forward: