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A framework for analyzing the quality of the customer interface

Author

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  • Bitran, Gabriel
  • Lojo, Maureen

Abstract

The service encounter plays a critical role in determining customer satisfaction. It is the service firm's 'moment of truth'. Surveying and building upon the existing literature, Gabriel Bitran and Maureen Lojo develop a framework for evaluating and improving the quality of the customer interface. They discuss the dimensions of quality and describe six basic phases of service encounters. The management of waiting time, personal interactions, and gaps between customers' expectations and perceptions are also addressed.

Suggested Citation

  • Bitran, Gabriel & Lojo, Maureen, 1993. "A framework for analyzing the quality of the customer interface," European Management Journal, Elsevier, vol. 11(4), pages 385-396, December.
    • Handle: RePEc:eee:eurman:v:11:y:1993:i:4:p:385-396
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    Citations

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    Cited by:

    1. Guillaume Roels, 2014. "Optimal Design of Coproductive Services: Interaction and Work Allocation," Manufacturing & Service Operations Management, INFORMS, vol. 16(4), pages 578-594, October.
    2. Ali, Muhammad & Raza, Syed Ali, 2015. "Measurement of Service Quality Perception and Customer Satisfaction in Islamic Banks of Pakistan: Evidence from Modified SERVQUAL Model," MPRA Paper 64039, University Library of Munich, Germany.
    3. Larry J. Menor & Aleda V. Roth & Charlotte H. Mason, 2001. "Agility in Retail Banking: A Numerical Taxonomy of Strategic Service Groups," Manufacturing & Service Operations Management, INFORMS, vol. 3(4), pages 273-292, February.
    4. Andromeda Menezes & Rui M. Lima & André Luiz Aquere & Marlene Amorim, 2020. "An Adaptation of SERVQUAL for Events Evaluation: An Environmental Sustainability Addon," Sustainability, MDPI, vol. 12(18), pages 1-19, September.
    5. Delasay, Mohammad & Ingolfsson, Armann & Kolfal, Bora & Schultz, Kenneth, 2019. "Load effect on service times," European Journal of Operational Research, Elsevier, vol. 279(3), pages 673-686.
    6. Gabriel R. Bitran & Juan-Carlos Ferrer & Paulo Rocha e Oliveira, 2008. "OM Forum--Managing Customer Experiences: Perspectives on the Temporal Aspects of Service Encounters," Manufacturing & Service Operations Management, INFORMS, vol. 10(1), pages 61-83, July.
    7. Dant, Rajiv P. & Lumpkin, James R. & Rawwas, Mohammed Y. A., 1998. "Sources of Generalized versus Issue-Specific Dis/Satisfaction in Service Channels of Distribution: A Review and Comparative Investigation," Journal of Business Research, Elsevier, vol. 42(1), pages 7-23, May.
    8. Wünderlich, Nancy V. & Hogreve, Jens & Chowdhury, Ilma Nur & Fleischer, Hannes & Mousavi, Sahar & Rötzmeier-Keuper, Julia & Sousa, Rui, 2020. "Overcoming vulnerability: Channel design strategies to alleviate vulnerability perceptions in customer journeys," Journal of Business Research, Elsevier, vol. 116(C), pages 377-386.
    9. Alshahrani Meshal Saeed S & Alshahrani Bander Sayaf Z & Alshahrani Ahmed Saeed A, 2015. "Does customer service matter? A customer perception of bank services in Islamic countries," International Journal of Innovation and Economic Development, Inovatus Services Ltd., vol. 1(2), pages 29-38, June.

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