Ga. Zsidisin et al., The relationship between information technology and service quality in thedual-direction supply chain - A case study approach, INT J S IND, 11(4), 2000, pp. 312-328
Citations number
16
Categorie Soggetti
Management
Journal title
INTERNATIONAL JOURNAL OF SERVICE INDUSTRY MANAGEMENT
Providing high levels of service quality to customers has become a necessit
y for companies to remain competitive in the marketplace. This paper report
s the findings from a case study of a language school agency. As a "communi
cation channel intermediary': the case study firm provides a high quality!
service to customers located upstream (Spanish immersion schools), as well
as downstream (students) in its supply chain. The key determinant of servic
e quality that both of these groups use in evaluating customer service is t
he communication of accurate and timely information: Service quality provid
ed to student customers Is primarily facilitated through the use of the Int
ernet, while Spanish immersion school customers rely on telephone communica
tion, e-mail, and in-person visits. Implications for this dual-direction cu
stomer focus and the use of the Internet in the service transaction are pre
sented.