IDEAS home Printed from https://ideas.repec.org/a/rnd/arimbr/v15y2023i4p554-563.html
   My bibliography  Save this article

Service Operations Mastery: A Holistic Toolset for Achieving Operational Excellence and Service Superiority

Author

Listed:
  • Firdaus Abdullah
  • Nini Hartini Asnawi
  • Abg Hamizam Abg Mohara

Abstract

Effective operations management is central to achieving superior operational performance, whether in the manufacturing or service sector. While many studies have examined the importance of operations in manufacturing, less attention has been given to service operations management, particularly from the perspective of service operations managers. This study aims to bridge this gap by developing a comprehensive instrument for service operations management. By combining qualitative and quantitative approaches, we identified six key elements that underpin service operations management: Equipment Management, Human Initiatives, Service Delivery Control (SDC), Certifications, Technology Usage, and Service Delivery Design (SDD). Confirmatory factor analysis (CFA) confirmed the one-dimensionality of these factors, demonstrating their close interconnection. The instrument exhibited strong reliability and validity, enabling it to provide a structured framework for the empirical understanding of operations management in the service sector.

Suggested Citation

  • Firdaus Abdullah & Nini Hartini Asnawi & Abg Hamizam Abg Mohara, 2023. "Service Operations Mastery: A Holistic Toolset for Achieving Operational Excellence and Service Superiority," Information Management and Business Review, AMH International, vol. 15(4), pages 554-563.
  • Handle: RePEc:rnd:arimbr:v:15:y:2023:i:4:p:554-563
    DOI: 10.22610/imbr.v15i4(SI)I.3637
    as

    Download full text from publisher

    File URL: https://ojs.amhinternational.com/index.php/imbr/article/view/3637/2363
    Download Restriction: no

    File URL: https://ojs.amhinternational.com/index.php/imbr/article/view/3637
    Download Restriction: no

    File URL: https://libkey.io/10.22610/imbr.v15i4(SI)I.3637?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    References listed on IDEAS

    as
    1. Richard B. Chase & David A. Tansik, 1983. "The Customer Contact Model for Organization Design," Management Science, INFORMS, vol. 29(9), pages 1037-1050, September.
    2. Lee Cronbach, 1951. "Coefficient alpha and the internal structure of tests," Psychometrika, Springer;The Psychometric Society, vol. 16(3), pages 297-334, September.
    3. Hudson, Laurel Anderson & Ozanne, Julie L, 1988. "Alternative Ways of Seeking Knowledge in Consumer Research," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 14(4), pages 508-521, March.
    4. Henry Kaiser, 1970. "A second generation little jiffy," Psychometrika, Springer;The Psychometric Society, vol. 35(4), pages 401-415, December.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Chao-Ming Wang & Bo-Ting Lee & Ting-Yun Lo, 2023. "The Design of a Novel Digital Puzzle Gaming System for Young Children’s Learning by Interactive Multi-Sensing and Tangible User Interfacing Techniques," Sustainability, MDPI, vol. 15(4), pages 1-43, February.
    2. Fanni Rencz & Béla Tamási & Valentin Brodszky & László Gulácsi & Miklós Weszl & Márta Péntek, 2019. "Validity and reliability of the 9-item Shared Decision Making Questionnaire (SDM-Q-9) in a national survey in Hungary," The European Journal of Health Economics, Springer;Deutsche Gesellschaft für Gesundheitsökonomie (DGGÖ), vol. 20(1), pages 43-55, June.
    3. Headley, Andrea M. & Blount-Hill, Kwan-Lamar & St. John, Victor J., 2021. "The psychology of justice buildings: A survey experiment on police architecture, public sentiment, and race," Journal of Criminal Justice, Elsevier, vol. 73(C).
    4. Ryu, Do-Hyeon & Kim, Kwang-Jae, 2024. "The influence of information privacy concerns and perceived electricity usage habits on the usage intention of advanced metering infrastructure," Renewable and Sustainable Energy Reviews, Elsevier, vol. 189(PA).
    5. Strutton, David & Pelton, Lou E. & Lumpkin, James R., 1995. "Sex differences in ingratiatory behavior : An investigation of influence tactics in the salesperson-customer dyad," Journal of Business Research, Elsevier, vol. 34(1), pages 35-45, September.
    6. Robert A. Dees & Scott T. Nestler & Robert Kewley, 2013. "WholeSoldier Performance Appraisal to Support Mentoring and Personnel Decisions," Decision Analysis, INFORMS, vol. 10(1), pages 82-97, March.
    7. Szymon Zaleski & Rafał Michalski, 2021. "Success Factors in Sustainable Management of IT Service Projects: Exploratory Factor Analysis," Sustainability, MDPI, vol. 13(8), pages 1-28, April.
    8. Reshmi Banerjee & Avani Desai, 2021. "A Study of Competencies and Challenges of Indian Women Entrepreneurs," Economic Studies journal, Bulgarian Academy of Sciences - Economic Research Institute, issue 4, pages 105-130.
    9. Cruz-Ros, Sonia & Gonzalez-Cruz, Tomas F., 2015. "Service firm capabilities and performance: Contingent analysis of customer contact," Journal of Business Research, Elsevier, vol. 68(7), pages 1612-1621.
    10. Henner Gimpel & Tobias Manner-Romberg & Fabian Schmied & Till J. Winkler, 2021. "Understanding the evaluation of mHealth app features based on a cross-country Kano analysis," Electronic Markets, Springer;IIM University of St. Gallen, vol. 31(4), pages 765-794, December.
    11. Caldas, Stephanie V. & Broaddus, Elena T. & Winch, Peter J., 2016. "Measuring conflict management, emotional self-efficacy, and problem solving confidence in an evaluation of outdoor programs for inner-city youth in Baltimore, Maryland," Evaluation and Program Planning, Elsevier, vol. 57(C), pages 64-71.
    12. Umer Zaman & Syed Hassan Raza & Saba Abbasi & Murat Aktan & Pablo Farías, 2021. "Sustainable or a Butterfly Effect in Global Tourism? Nexus of Pandemic Fatigue, COVID-19-Branded Destination Safety, Travel Stimulus Incentives, and Post-Pandemic Revenge Travel," Sustainability, MDPI, vol. 13(22), pages 1-21, November.
    13. Jun-Yeon Heo & Kwang-Jae Kim, 2017. "Development of a scale to measure the quality of mobile location-based services," Service Business, Springer;Pan-Pacific Business Association, vol. 11(1), pages 141-159, March.
    14. Linda Narh & Raphael Odoom & Mahmoud Abdulai Mahmoud & Ernest Yaw Tweneboah-Koduah, 2023. "The symbiotic effect of market orientation and brand orientation on performance of service firms in Ghana," Journal of Brand Management, Palgrave Macmillan, vol. 30(4), pages 318-332, July.
    15. Joseph Hagan & Marlene Walden, 2017. "Development and Evaluation of the Barriers to Nurses’ Participation in Research Questionnaire at a Large Academic Pediatric Hospital," Clinical Nursing Research, , vol. 26(2), pages 157-175, April.
    16. Tinessa, Fiore & Román Garcia, Concepción & Simonelli, Fulvio & Papola, Andrea & Pagliara, Francesca, 2024. "How public transport users would react to different pandemic alert scenarios in the post-vaccine era? An analysis of preferences and attitudes of the users in the metropolitan area of Naples (Italy)," Transportation Research Part A: Policy and Practice, Elsevier, vol. 190(C).
    17. Chao-Ming Wang & Chen-Siang Huang, 2022. "Using Digital Technology to Design a Simple Interactive System for Nostalgic Gaming to Promote the Health of Slightly Disabled Elderly People," IJERPH, MDPI, vol. 20(1), pages 1-30, December.
    18. Monica Palma & Veronica Distefano & Alessandra Spennato, 2019. "Quality Assessment of the Oncology Health Service in a Public Hospital," Social Indicators Research: An International and Interdisciplinary Journal for Quality-of-Life Measurement, Springer, vol. 146(1), pages 327-343, November.
    19. Simona Catalina Stefan & Ion Popa & Cosmin Octavian Dobrin, 2016. "Towards a Model of Sustainable Competitiveness of Health Organizations," Sustainability, MDPI, vol. 8(5), pages 1-15, May.
    20. Bárbara Françoise Cardoso & Pery Francisco Assis Shikida & Adele Finco, 2017. "Development of Brazilian Biodiesel Sector from the Perspective of Stakeholders," Energies, MDPI, vol. 10(3), pages 1-14, March.

    More about this item

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:rnd:arimbr:v:15:y:2023:i:4:p:554-563. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Muhammad Tayyab (email available below). General contact details of provider: https://ojs.amhinternational.com/index.php/imbr .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.