Service, quality and human factors

AI and Society 17 (2):78-96 (2003)
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 (categorize this paper)
DOI 10.1007/s00146-003-0248-z
 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: 16,667
External links
Setup an account with your affiliations in order to access resources via your University's proxy server
Configure custom proxy (use this if your affiliation does not provide a proxy)
Through your library
References found in this work BETA

No references found.

Add more references

Citations of this work BETA

No citations found.

Add more citations

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.

Monthly downloads

Added to index


Total downloads

5 ( #377,318 of 1,726,249 )

Recent downloads (6 months)

1 ( #369,877 of 1,726,249 )

How can I increase my downloads?

My notes
Sign in to use this feature

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