TITLE:
Quality Management, Customer Inputs and Operational Complexity in Knowledge-Based Service Operations
AUTHORS:
Nanyama Inyo, Wainaina Githii
KEYWORDS:
Customer Inputs, Operational Complexity, Quality Management, Knowledge-Based Service Operations
JOURNAL NAME:
Journal of Service Science and Management,
Vol.15 No.3,
June
30,
2022
ABSTRACT: Managing complex service operations requires a comprehensive
understanding of the fundamental dynamics and intricacies that affect the
performance of service firms. This study is a review of the critical literature
on how quality management, customer inputs, and operational complexity are
interrelated and their respective influence on the delivery of knowledge-based
service operations. Research propositions are developed to illustrate the key
relationships among concepts and basic components of service quality,
indispensable customer inputs, and prime sources of operational complexity. The
study identifies two dimensions of quality; process quality and output quality
and four categories of customer inputs; physical presence, task performance,
material belongings, and information and knowledge. The study pinpoints four
sources of operational complexity; complicatedness, uncertainty,
interrelatedness, and multiplicity. A conceptual model is developed as a
foundation for future research, particularly in service delivery systems,
customer evaluation tools, and complex systems. The study extends knowledge of
how knowledge-based service operations can enhance productivity by managing
quality, customer inputs, and operational complexity.