Cutting Corners and Working Overtime: Quality Erosion in the Service Industry

@article{Oliva2001CuttingCA,
  title={Cutting Corners and Working Overtime: Quality Erosion in the Service Industry},
  author={Rogelio Oliva and John D. Sterman},
  journal={Management Science},
  year={2001},
  volume={47},
  pages={894-914}
}
The erosion of service quality throughout the economy is a frequent concern in the popular press. The American Customer Satisfaction Index for services fell in 2000 to 69.4%, down 5 percentage points from 1994. We hypothesize that the characteristics of services— inseparability, intangibility, and labor intensity—interact with management practices to bias service providers toward reducing the level of service they deliver, often locking entire industries into a vicious cycle of eroding service… CONTINUE READING

Figures, Tables, Results, and Topics from this paper.

Key Quantitative Results

  • The American Customer Satisfaction Index for services fell in 2000 to 69.4%, down 5 percentage points from 1994.

Citations

Publications citing this paper.
SHOWING 1-10 OF 148 CITATIONS

An Integrated Model of Patient and Staff Satisfaction Using Queuing Theory

  • IEEE Journal of Translational Engineering in Health and Medicine
  • 2015
VIEW 3 EXCERPTS
CITES BACKGROUND
HIGHLY INFLUENCED

Characterizing Time-Bounded Incident Management Systems

  • 2012 Annual SRII Global Conference
  • 2012
VIEW 2 EXCERPTS
CITES METHODS
HIGHLY INFLUENCED

Toward a Science of Service Systems Value and Symbols

Jim Spohrer, Paul P. Maglio
  • 2010
VIEW 3 EXCERPTS
CITES BACKGROUND
HIGHLY INFLUENCED

A Services Theory Approach to Online Service Applications

  • IEEE International Conference on Services Computing (SCC 2007)
  • 2007
VIEW 3 EXCERPTS
CITES BACKGROUND
HIGHLY INFLUENCED

Simulation of Quality Death Spirals based on Human Resources Dynamics

  • Inquiry : a journal of medical care organization, provision and financing
  • 2019
VIEW 3 EXCERPTS
CITES BACKGROUND

FILTER CITATIONS BY YEAR

2001
2019

CITATION STATISTICS

  • 8 Highly Influenced Citations

  • Averaged 8 Citations per year over the last 3 years

  • 13% Increase in citations per year in 2018 over 2017

Similar Papers

Loading similar papers…