Improving Service Quality in Person-to-Person Encounters: Integrating Findings from a Multi-disciplinary Review

• Published in: The Service industries journal 1995-04, Vol.15 (2), p.234-250
• Main Author: Rosemary Lucas, Rosemary
• Format: Article
• Language: English
• ISSN: 0264-2069; 1743-9507
• DOI: 10.1080/02642069500000023

Although the core of most services is a person-to-person encounter, we still know very little about its underlying mechanisms as very few models or theories have been developed for these dynamic interactions between persons. An holistic approach to quality improvement is therefore suggested. Different prototypical person-to-person encounters may be studied on different levels and interfaces in service operations to eliminate inconsistencies. The aim of this contribution is to review some recent research findings for person-to-person encounters from the neighbouring management fields of services, operations and human resources in order to draw together their strategic implications for service managers. Some ontological and methodological considerations of studying person-to-person encounters from a qualitative perspective are discussed. The outline of a multi-disciplinary and learning-centred research approach is also suggested. Findings are integrated by a model of four generic and strategic processes for quality improvement in service operations. Finally, some implications for managers are proposed.