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Management of Service Quality With Involvement of Technological Developments in Organizations

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  • Pratap Chandra Mandal

    (Indian Institute of Management, Shillong, India)

Abstract

Service companies should generate and deliver superior services and manage service quality. The objective of the study is to analyze the various aspects of management of service quality. The methodology adopted is a conceptual analysis of managing service quality in organizations. Companies should manage customer expectations and product-service bundles. They should appreciate and involve technological developments and information technology in management of service quality. They should implement self-service technologies and chatbots to improve service quality. Academicians may analyze the various aspects of management of service quality and suggest effective models. Practicing managers should manage customer expectations and product-service bundles, appreciate the involvement of technological developments, and implement latest technological developments like self-service technologies and chatbots for managing service quality effectively. All these initiatives will help companies to manage service quality, deliver superior services, and to achieve growth and business excellence.

Suggested Citation

  • Pratap Chandra Mandal, 2023. "Management of Service Quality With Involvement of Technological Developments in Organizations," International Journal of Technology Diffusion (IJTD), IGI Global, vol. 14(1), pages 1-12, January.
    • Handle: RePEc:igg:jtd000:v:14:y:2023:i:1:p:1-12
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    References listed on IDEAS

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    1. Sahi, Gurjeet Kaur & Devi, Rita & Gupta, Mahesh C. & Cheng, T.C.E., 2022. "Assessing co-creation based competitive advantage through consumers’ need for differentiation," Journal of Retailing and Consumer Services, Elsevier, vol. 66(C).
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