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1.
Managing customer participation and customer interactions in service delivery
Marlene Amorim, Maria João Rosa, Sandra Santos, 2014, izvirni znanstveni članek

Opis: Background and Purpose – In this study we investigate determinants of customers’ quality perceptions in service processes which involve customer participation and customer to customer interaction (CCI). Building on existing multidimensional approaches to service quality we explore relevant quality aspects for related to the performance customer participation and CCI. Design/Methodology/Approach – The study builds on focus groups conduct with employees and customers of a leading provider of educational and science services, which offered a portfolio of service activities requiring very diverse levels of customer participation and CCI, to characterize service quality dimensions. Results – The study distinguishes three dimensions of service delivery quality: a dimension related to the providers’ direct performance; a second dimension relative to the performance of customers’ own participation in service activities, and a third dimension relative to the interaction with other customers. The work extends service quality literature by identifying new dimensions which affect service quality in service settings with active customer involvement. Conclusion – Service providers have been developing very diverse delivery processes, frequently inviting customers to have active roles in service production. Often, customers also interact with other costumers in service delivery. The paper provides a contribution to foster the debate about service quality frameworks, and aims to inform the design and the management of services where customer participation and CCI have a key role.
Ključne besede: service quality, customer participation, customer-to customer interaction
Objavljeno: 04.12.2017; Ogledov: 507; Prenosov: 103
.pdf Celotno besedilo (1,03 MB)
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2.
Fuzzy SERVQUAL analysis in airline services
Ozlem Aydin, Fatma Pakdil, 2008, izvirni znanstveni članek

Opis: This study is aimed at measuring and summarizing the perceived and expected service quality of passengers of an international airline and to provide the passengers' opinions to the decision makers employing fuzzy logic. The appropriate fuzzification procedure was determined to be the trapezoidal membership function. Using SERVQUAL methodology, the optimal fuzzy interval of the gap scores was determined for each item. The interpretations of these fuzzy intervals were categorized into three areas - optimistic, neutral and pessimistic passenger views - to assist the decision makers in identifying which items of services are satisfactory and which are in need of improvement.
Ključne besede: Airline service quality, fuzzy numbers, fuzzy SERVQUAL scores
Objavljeno: 30.11.2017; Ogledov: 553; Prenosov: 275
.pdf Celotno besedilo (1,46 MB)
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3.
A successful CRM implementation project in a service company
Franka Piskar, Armand Faganel, 2009, izvirni znanstveni članek

Opis: Customer relationship management - CRM implementations increased rapidly in Slovenia in the last few years, following the trends elsewhere. Studies reporting how the implementation project goes on before, between and after the implementation are scarce. We offer a thorough case study analysis of the CRM implementation with a positive outcome in a Slovene service company. Case study demonstrates that CRM implementation is a holistic and complex concept, which means that it is not merely an integration of new information technology, but everything that happens around the business processes changes. We recommend that the company has already established a process approach and the orientation toward customers. Study showed the need for efficient leadership, acquirement of resources and CRM strategy implementation control; trust to the software solution shouldn't be self-understood. Through implemented analytical CRM company can improve the relationship with customers, achieve larger information sharing between employees and accept better strategic decisions.
Ključne besede: customer relationship management, implementation, customer focus, process approach, quality, customer information, marketing, service company, Slovenia
Objavljeno: 28.11.2017; Ogledov: 710; Prenosov: 107
.pdf Celotno besedilo (619,42 KB)
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4.
Multiple conceptual modelling of perceived quality of in-flight airline services
Urban Šebjan, Polona Tominc, Karin Širec, 2017, izvirni znanstveni članek

Opis: Despite growing literature on the different aspects of airline service quality in relation to behavioural intentions, less attention has been paid to some specific aspects of in-flight services. The focus of the present research is, therefore, on a multiple conceptual model of the quality of in-flight services in relation to passengers’ perception of value, followed by recommendations (word of mouth - WOM) of airlines, as well as the quality and comfort of airline seats. The study is performed using two databases of reviewers’/passengers’ opinions regarding the quality of in-flight airline services and airline seat comfort. Our research results reveal that the perceived comfort of the airplane seat is the most important factor of passengers’ perceived quality of in-flight airline services, which also considerably affects the passengers’ perception of value, and consequently moderates behavioural intentions (in our research, expressed through positive WOM). The analysis of the relative importance of the components of perceived airline seats’ comfort shows that seat width is the most significant factor that contributes to the overall perceived comfort of the airline seat.
Ključne besede: in-flight airline service quality, perceived value, recommendations (word of mouth), airline seat comfort, transport, air transport, services, quality
Objavljeno: 19.09.2017; Ogledov: 549; Prenosov: 289
.pdf Celotno besedilo (221,61 KB)
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5.
Reliability analysis of operation for cableways by FTA (fault tree analysis) method
Sergej Težak, Zdravko Toš, Ivo Jurić, 2010, izvirni znanstveni članek

Opis: This paper examines the reliability of the operation of cableway systems in Slovenia, which has major impact on the quality of service in the mountain tourism, mainly in wintertime. Different types of cableway installations in Slovenia were captured in a sample and fault tree analysis (FTA) was made on the basis of the obtained data. The paper presents the results of the analysis. With these results it is possible to determine the probability of faults of different types of cableways, which types of faults have the greatest impact on the termination of operation, which components of cableways fail most, what is the impact of age of cableways on the occurrence of the faults. Finally, an attempt was made to find if occurrence of faults on individual cableway installation has also impact on traffic on this cableway due to reduced quality of service.
Ključne besede: service quality, reliability, fault tree analysis, faults, quality, ski-tows, chairlifts, aerial ropeways, cableways
Objavljeno: 05.06.2017; Ogledov: 735; Prenosov: 298
.pdf Celotno besedilo (653,93 KB)
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6.
Conceptual model of relationships among customer perceptions of components of insurance service
Urban Šebjan, Polona Tominc, 2015, izvirni znanstveni članek

Opis: The objective of this study was to examine the conceptual model and to study the relationships between customer perceptions of the benefits of sales promotion, quality, adequacy of premium, and adequacy of information about the coverage of insurance services. The research model was tested with structural equation modeling (SEM) with a sample of 200 Slovenian users of insurance services. The results indicated that higher perceived benefits of sales promotion were associated with higher perceived quality of insurance services. In addition, higher perceived quality was associated with higher perceived adequacy of information about the coverage and the premium for insurance services. The study also found that higher perceived adequacy of premium was associated with higher perceived adequacy of information about the coverage of insurance services.
Ključne besede: perceived sales promotion, perceived quality, perceived premium, perceived coverage, insurance company, insurance service
Objavljeno: 05.04.2017; Ogledov: 650; Prenosov: 387
.pdf Celotno besedilo (299,45 KB)
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7.
Optimization of a call centre performance using the stochastic queueing models
Alenka Brezavšček, Alenka Baggia, 2014, izvirni znanstveni članek

Opis: Background: A call centre usually represents the first contact of a customer with a given company. Therefore, the quality of its service is of key importance. An essential factor of the call centre optimization is the determination of the proper number of operators considering the selected performance measure. Results of previous research show that this can be done using the queueing theory approach. Objectives: The paper presents the practical application of the stochastic queueing models aimed at optimizing a Slovenian telecommunication provider’s call centre. Methods/Approach: The arrival and the service patterns were analysed, and it was concluded that the call centre under consideration can be described using the M/M/r {infinity/infinity/FIFO} queueing model. Results: An appropriate number of operators were determined for different peak periods of the working day, taking into consideration the following four performance measures: the expected waiting time, the expected number of waiting customers, the probability that a calling customer will have to wait, and the call centre service level. Conclusions: The obtained results prove the usefulness and applicability of the queueing models as a tool for a call centre performance optimization. In practice, all the data needed for such a mathematical analysis are usually provided. This paper is aimed at illustrating how such data can be efficiently exploited.
Ključne besede: call centre, service quality, performance measure, optimization, stochastic queueing models
Objavljeno: 31.03.2017; Ogledov: 774; Prenosov: 283
.pdf Celotno besedilo (466,74 KB)
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8.
Discrete event simulation of administrative and medical processes
Robert Leskovar, Rok Accetto, Alenka Baggia, Zlatko Lazarevič, Goran Vukovič, Peter Požun, 2011, pregledni znanstveni članek

Opis: Background: Medical processes are often obstructed by administrative ones. The main issue in administrative processes is uneven workload resulting in an increased possibility of human errors. The system approach assures that medical and administrative processes are integrated. According to research reports and best practices, discrete event simulation is a proper method to implement the system approach. Methods: A detailed analysis of the administrative processes was performed using interviews, UML diagrams and flowcharts. Based on the data gathered from the information system and measurements on the site, the distribution of patient arrivals and service times were modelled. The aim of discrete event simulation models was to replicate the behaviour of the existing system (separate administration) and to simulate the changes proposed (joint administration). Results: Average utilizations of administrative personnel in 100 simulation runs for specific clinical departments are: 83.8 % at the Department of Rheumatology, 61.9 % at the Department of Hypertension, and 47.2 % at the Veteransć Medical Unit. Should joint administration be applied, the average utilization of administrative personnel would be 74.3%. Conclusions: Discrete event simulation proved that joint administration would contribute to a more even workload distribution among administrative personnel, higher quality of service and easier human resource management. The presented approach can be efficiently applied to large-scale systems e.g. organizational changes of processes in Specialist Outpatient Clinics.
Ključne besede: health care, discrete event simulation, quality of service
Objavljeno: 27.03.2017; Ogledov: 627; Prenosov: 90
.pdf Celotno besedilo (702,94 KB)
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9.
A Multi-criteria assesment of tourist farm service quality
Črtomir Rozman, Majda Potočnik, Karmen Pažek, Andreja Borec, Darja Majkovič, Marko Bohanec, 2009, izvirni znanstveni članek

Opis: Farm tourism is a significant means of supplementing farmer's incomes. This paper presents a methodology for ranking tourist farms by using a multi-criteria model based on the qualitative multi-criteria modeling methodology, DEX, to assess service quality. The software tool DEXi was used to achieve this end. The model was then applied to seven tourist farms with data derived from questionnaires completed by tourist farm operators and guests. The results are shown as service quality assessments for individual farms. The potential of the model for assessing the farms is demonstrated with the aim of providing a comprehensive explantation and justification of the assessment technique. It also indicates potential improvements that farms can make through "what-if" analysis and visualisation. Despite limitations, such as use of qualitative data only, the approach is proposed as being both appropriate and advantageous when compared with other means of ranking enterprises.
Ključne besede: rural tourism, tourist farm, service quality, multi-criteria modeling, Dexi
Objavljeno: 10.07.2015; Ogledov: 840; Prenosov: 80
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10.
Asymmetric and nonlinear impact of attribute-level performance on overall customer satisfaction in the context of car servicing of four European automotive brands in Slovenia
Slavko Ažman, Boštjan Gomišček, 2012, izvirni znanstveni članek

Opis: The paper examines the nonlinearity and asymmetry between the satisfaction with individual attributes of the service and overall satisfaction in the context of passenger car servicing in Slovenia. The data set that was analysed was acquired from a regular survey on customer satisfaction with vehicle repair and maintenance services of four European automotive brands in Slovenia, carried out in 2005 and 2006 through 12,941 computer-assisted telephone interviews. Specifically, this study utilizes regression analysis in order to test the asymmetry and nonlinearity of the link between the attribute-level performance and overall satisfaction. The results show that the influence of dissatisfaction is different from the influence of satisfaction, and that the influence of satisfaction on overall satisfaction is greater than the influence of dissatisfaction. The results also show that nonlinearity is applicable to certain attributes of vehicle servicing, but not to all. We can sum up that precise knowledge of the correlation between the attribute-level performance of vehicle servicing and overall service satisfaction is important. Results show that caution must be employed in the evaluation of the importance of individual attributes on overall satisfaction, since the importance can change depending on the level of satisfaction. It appears that focusing on improving satisfaction is more important than focusing on lessening dissatisfaction. Results also show that the improvement of attribute-level performance offers diminishing returns; therefore, selective investment in activities for increasing customer satisfaction is sensible if satisfaction levels are already relatively high.
Ključne besede: service quality, customer satisfaction, automotive industry, nonlinearity, asymmetry
Objavljeno: 06.06.2012; Ogledov: 2243; Prenosov: 301
.pdf Celotno besedilo (1,44 MB)
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