Service, quality and human factors

AI and Society 17 (2):78-96 (2003)
Abstract
As pressures on the service economy from globalisation increase, new techniques may be appropriate for designing service systems. This paper examines the tradition of service quality and argues that its unique characteristics, such as the joint production of offerings by operators and customers, could benefit from the techniques of human factors. The interaction between human factors and quality is reviewed and four issues are extracted that should be directly applicable to service encounters. These are interface design, the understanding of error causation, a design for operator well-being and human/automation function allocation. A framework is proposed for considering technology explicitly in the design of service systems
Keywords No keywords specified (fix it)
Categories No categories specified
(categorize this paper)
Options
 Save to my reading list
Follow the author(s)
My bibliography
Export citation
Find it on Scholar
Edit this record
Mark as duplicate
Revision history Request removal from index
 
Download options
PhilPapers Archive


Upload a copy of this paper     Check publisher's policy on self-archival     Papers currently archived: 9,351
External links
  • Through your library Configure
    References found in this work BETA

    No references found.

    Citations of this work BETA

    No citations found.

    Similar books and articles
    H. M. Geibel (2006). In Defense of Service Learning. Teaching Philosophy 29 (2):93-109.
    Leonid Tysyachnyy (2008). Four Key Rules of the Managerial Philosophy of the Global Center. Proceedings of the Xxii World Congress of Philosophy 50:801-805.
    Analytics

    Monthly downloads

    Added to index

    2010-08-30

    Total downloads

    2 ( #258,148 of 1,088,389 )

    Recent downloads (6 months)

    0

    How can I increase my downloads?

    My notes
    Sign in to use this feature


    Discussion
    Start a new thread
    Order:
    There  are no threads in this forum
    Nothing in this forum yet.