Improving service quality with information technology

摘要

This paper describes how information technologies can be used to improve service quality. A model is developed from case study data that maps key service quality dimensions to the required information technologies. This model allows managers to determine the information technology most appropriate for improving service quality. The model also allows managers to identify the commonly used information technologies in their industry. Additional case studies are used to describe how information technology can be used in quality control to collect customer data, monitor operations and facilitate service recoveries. Finally, a framework is presented for aligning service and information strategies.