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A measurement model for service capability from the customer perspective

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  • Kun-Tzu Yu

Abstract

This study develops a model to construct three quantitative indices for service capabilities from the customer perspective. The concept is derived from process capability indices which have been widely used to measure process capability and performance in manufacturing. This model expands their use in services by incorporating Taguchi’s quadratic loss function, zone of tolerance, and three-factor theory. To demonstrate the efficacy of the proposed indices, a case study of a telecom business was performed to assist the case firm in realizing the service capability of key factors for improving future service quality. Copyright Springer-Verlag Berlin Heidelberg 2013

Suggested Citation

  • Kun-Tzu Yu, 2013. "A measurement model for service capability from the customer perspective," Service Business, Springer;Pan-Pacific Business Association, vol. 7(4), pages 563-582, December.
    • Handle: RePEc:spr:svcbiz:v:7:y:2013:i:4:p:563-582
    DOI: 10.1007/s11628-012-0180-8
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    References listed on IDEAS

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    1. Gautam Ray & Jay B. Barney & Waleed A. Muhanna, 2004. "Capabilities, business processes, and competitive advantage: choosing the dependent variable in empirical tests of the resource‐based view," Strategic Management Journal, Wiley Blackwell, vol. 25(1), pages 23-37, January.
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    6. Halil Nadiri, 2011. "Customers’ zone of tolerance for retail stores," Service Business, Springer;Pan-Pacific Business Association, vol. 5(2), pages 113-137, June.
    7. Teck-Yong Eng, 2008. "E-customer service capability and value creation," The Service Industries Journal, Taylor & Francis Journals, vol. 28(9), pages 1293-1306, November.
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    Cited by:

    1. Fernando A. F. Ferreira & Ronald W. Spahr & Mark A. Sunderman & Audrius Banaitis & João J. M. Ferreira, 2017. "A learning-oriented decision-making process for real estate brokerage service evaluation," Service Business, Springer;Pan-Pacific Business Association, vol. 11(3), pages 453-474, September.
    2. Suk Bong Choi & Jin Min Kim, 2018. "A comparative analysis of electronic service quality in the online open market and social commerce: the case of Korean young adults," Service Business, Springer;Pan-Pacific Business Association, vol. 12(2), pages 403-433, June.
    3. Bomi Song & Changyong Lee & Byungun Yoon & Yongtae Park, 2016. "Diagnosing service quality using customer reviews: an index approach based on sentiment and gap analyses," Service Business, Springer;Pan-Pacific Business Association, vol. 10(4), pages 775-798, December.
    4. Jiacong Wu & Yu Wang & Ru Zhang & Jing Cai, 2018. "An Approach to Discovering Product/Service Improvement Priorities: Using Dynamic Importance-Performance Analysis," Sustainability, MDPI, vol. 10(10), pages 1-26, October.

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