Right first time in service:a checklist of best practice and the link to performance

Abstract

A survey with 1,000 of the “top” service industry firms in the UK allowed the development of a checklist and benchmark results that enable managers to assess their firms’ service reliability without the need of external customer surveys. Offers research‐based evidence for the often affirmed relationship in the literature between reliable service delivery and improved business performance. Makes managerial implications and recommendations as well as suggestions for future research..

Citation

Caruana, A. and Pitt, L.F. (1997), "Right first time in service:a checklist of best practice and the link to performance", Journal of Services Marketing, Vol. 11 No. 6, pp. 366-374. https://doi.org/10.1108/08876049710187473