Business Service Management White Paper - Volume 2
Page 44 of 46
Appendix C - Multichannel Service Quality Models
REFERENCE DIMENSION
DESCRIPTION
(Sousa & Voss,
2006)
Virtual quality
“The aspects of the service that
are automatically
provided by the virtual SDS (e.g. the Web site)
without human intervention. Virtual quality
instruments should include all the relevant virtual
interface and virtual back-office-determined
dimensions” (Sousa & Voss, 2006, p. 360)
Virtual
fulfilment
“if the service provides a pure digital product
automatically by the Web site” (Sousa & Voss, 2006,
p. 362)
Efficiency
Ease of use
Taking into account needs of user; standardisation of
user
supplied information; availability of frequently
asked questions (Sousa & Voss, 2006, p. 362)
Speed
(response
time) Based on characteristics of the interface (e.g.
graphics taking time to load) and speed in which
virtual back office (IT systems) perform required tasks
(Sousa & Voss, 2006, p. 362)
System
availability
IT reliability (Sousa & Voss, 2006, p. 362)
Privacy Security
of
personal
information about consumers
(Sousa & Voss, 2006, p. 362)
Physical
quality
Interpersonal service
Routine
(based on SERVQUAL) (Sousa & Voss, 2006, p.
365)
Exception
(customer
support)
“Responsiveness,
compensation, contact” (Sousa &
Voss, 2006, p. 365)
Logistics fulfilment
“Reliability, inventory availability, timeliness” (Sousa
& Voss, 2006, p. 365)
Integration
Quality
Channel-service
configuration
Breadth of channel
choice
Degree to which customers can accomplish preferred
tasks through individual channels” (Sousa & Voss,
2006, p. 367)
Transparency
of
channel-service
configuration
Degree to which customers are aware of differences
between service attributes across different channels”
(Sousa & Voss, 2006, p. 367)
Integration
interactions
Content
consistency
“Outgoing
information: Degree to which a customer
receives the same response to a query posed
through different channels; Incoming information:
Degree to which an interaction
taking place through
one channel takes into account eventual past
interactions through other channels” (Sousa & Voss,
2006, p. 367)
Process consistency
“Degree of consistency in relevant and comparable
process attributes (relative to expectations) across
channels (e.g. service’s feel, image, waiting times,
employee discretion levels) (Sousa & Voss, 2006, p.
367)
Business Service Management White Paper - Volume 2
Page 45 of 46
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