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dc.contributor.authorLee, Eunji
dc.date.accessioned2018-02-02T07:29:30Z
dc.date.available2018-02-02T07:29:30Z
dc.date.created2016-09-21T10:00:14Z
dc.date.issued2017
dc.identifier.citationAdvances in Intelligent Systems and Computing. 2017, 494 269-274.nb_NO
dc.identifier.issn2194-5357
dc.identifier.urihttp://hdl.handle.net/11250/2482284
dc.description.abstractTo enhance operational sustainability of services, service quality is needed to be monitored. Expected and experienced service can be compared to evaluate service quality. Service performances involves a sequence of events with many details; describing performances can therefore be challenging. Several methods and tools supporting description of service performances have been introduced. However, there has been little attention on which methods or tools are used in practice and what are the challenges. We conducted an online-based survey with fifty-four people working in service design and development in Norway. We found that there is a need for standardised and consistent methods that can illustrate different communication channels in service delivery processes and support description of both the details and whole process in an intuitive manner. Having a standardised software tool and the guideline, which support illustration of service delivery processes, will be a possible way to overcome the challenges.nb_NO
dc.language.isoengnb_NO
dc.titleDescribing Service Performances: What Are the Challenges?nb_NO
dc.typeJournal articlenb_NO
dc.typePeer reviewednb_NO
dc.description.versionacceptedVersionnb_NO
dc.source.pagenumber269-274nb_NO
dc.source.volume494nb_NO
dc.source.journalAdvances in Intelligent Systems and Computingnb_NO
dc.identifier.doi10.1007/978-3-319-41947-3_25
dc.identifier.cristin1383578
cristin.unitcode7401,90,12,0
cristin.unitnameNettbaserte systemer og tjenester
cristin.ispublishedtrue
cristin.fulltextpostprint
cristin.qualitycode1


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