Technology, Design and Service Quality

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Abstract
Technology as a key dimension of service quality has generally been overlooked. When embedded in organisation culture, technology creates a competitive advantage sustainable over time because it is not easily imitated. The value of developing operational definitions of service quality dimensions is explored. Technology is investigated not only as input-processing-output but as the application of knowledge to work. Two components of technology are: service logic (know-why) and service technique (know-how). Service logic is offered as the means for expressing causal relationships in a way that establishes rational connections between seemingly unrelated operating events. Service technique is viewed as a way of doing things designed to optimise customer satisfaction while maximising employee satisfaction. The service map is presented as a managerial tool for discovery of the service logic that gives rise to service technique.

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