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1、Pasupathyv14i36/21/0711:34AMPage36AFrameworktoEvaluateServiceOperations:DynamicService-ProfitChainKALYANSUNDERPASUPATHY,UNIVERSITYOFMISSOURIKONSTANTINOSP.TRIANTIS,VIRGINIAPOLYTECHNICINSTITUTEANDSTATEUNIVERSITY©2007,ASQManagersinorganizationsmakeoperationalinvestmentINTROD
2、UCTIONdecisionsallthetime.Theseinvestmentdecisionshaveanimpactonthebottomline.Typically,notallsuchServiceorganizationsaccountforasubstantialportiondecisionsareevaluatedfortheirimpact.Theauthorsoftheoutputofagrowingnumberofeconomies.proposeadynamicmodelbasedontheservice-pr
3、ofitSeveralauthorshavearguedthatevaluatingservicechaintoevaluatetheimpactoftheinvestmentsmadeinoperationalattributes,onmarketpenetrationofthedeliveryoperationsandtheirimpactonthebehavioroforganizationovertime.Theythenoperationalizethisservicerecipientsismorerelevantthanev
4、erinthenewmodeltodemonstrateapplicabilitybyidentifyingglobalmarket(Lengnick-Hall,Claycomb,andInksdimensionsandobservedvariablesthataremeasurable.2000;O’Neill,Palmer,andWright2003;AigbedoandKeywords:customerloyalty/retention,investmentParameswaran2004).Withtheadventofe-com
5、merce,decisions,marketpenetration,operationalattributes,evaluatingservicesandinvestigatingapproachesthatsatisfaction,servicequality,surpluscanhelporganizationsidentifyrelevantservicefeaturesisimportantnotonlytosatisfycustomerdemands,butalsotoensurerepeatedbusinessand,ulti
6、mately,increasedprofit.Furthermore,itisbecomingincreasinglyclearthatserviceoperationshavedistinctivefeaturesthatsetthemapartfrommanufacturingoperations(Gronroos1988;Parasuraman,Zeithaml,andBerry1985).Oneofthosedistinctionsistheinseparabilityofproductionandconsumptionofthe
7、service,bothofwhichoccuratthesamepointintime.Anotherdistinctivefeatureistheimportancethatservicequalityhasintheoverallsatisfactionofthecustomerreceivingtheservice,yetcontrarytothequalityofatangibleproduct,servicequalityisan“elusiveandindistinctconstruct”(Parasuraman,Zeith
8、aml,andBerry1985).ServiceQualityandItsImpactThedefinitionofservicequalityhasbeentheobjectofnumer
