Business service management service and service qu
REFERENCE DIMENSION DESCRIPTION (Bai et al., 2008)
Outcome Quality
“Measures the delivered product’s quality” (Bai et al.,
2008, p. 1059)
Stability
“Refers to the consistency of products and services” (Bai
et al., 2008, p. 1059)
Recovery
“Refers to the ability and willingness...to recover from
service failures...and how often these service failures
occur” (Bai et al., 2008, p. 1060)
Environmental Quality
“The service environment” (Bai et al., 2008, p. 1059)
Hard
Environment
“Refers to the extent to which the physical
environment...is appealing” (Bai et al., 2008, p. 1059)
Soft Environment
“The soft environment refers to the extent that the
interpersonal and social environment is pleasant” (Bai et
al., 2008, p. 1059)
Interaction Quality
“Measures the quality of service delivery procedures”
(Bai et al., 2008, p. 1060)
Standardisation “Refers
to
whether
customers are provided written
standards about the products and services and if the
written standards are clear and easy to understand” (Bai
et al., 2008, p. 1060)
Easiness
“Measures how easy it is for customers to conduct
transactions with the provider” (Bai et al., 2008, p. 1060)
Guarantees
Refers “to the provider’s guarantee for service quality
and the extent to which they keep their promises” (Bai et
al., 2008, p. 1060)
Customer Relations
Complaint
Management
“Refers to how easy it is to file complaints and to what
degree the complaints are effectively, efficiently and
reasonably resolved” (Bai et al., 2008, p. 1060)
Expectation
Management
“Refers to the extent to which providers listen to
customers and promptly respond to their suggestions
and comments” (Bai et al., 2008, p. 1060)
Business Service Management White Paper - Volume 2
Page 37 of 46
