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https://www.emerald.com/insight/content/doi/10.1108/eb024704/full/html
evaluating the impact of customer service delivery systems Richard T. Garfein (Director of Worldwide Market Research in the Travel Related Services Company of American Express.) Journal of Services MarketingAuthor: Richard T. Garfein
http://eprints.leedsbeckett.ac.uk/1574/3/The%20Impact%20of%20Service%20Delivery%20System%20Effectiveness%20on%20Service%20Quality.pdf
The Impact of Service Delivery System Effectiveness on Service Quality: A Hierarchical Approach Abstract This article focuses on the effectiveness of the Service Delivery System (SDS) and re-examines its influence on customers’ perceived service quality. In this study, the influenceFile Size: 311KB
https://www.ncbi.nlm.nih.gov/pmc/articles/PMC2911834/
The primary consideration when evaluating the relationship between health care organization and patient is the impact of the operational design of the health care delivery system. For example, the design defines issues of accessibility, process structures, procedures followed versus required, ratio of staff to patients, degree of reliance on clinical practice guidelines, etc.Author: Michelle Cowing, Carrie M Davino-Ramaya, Krishnan Ramaya, Joseph Szmerekovsky
https://www.mycustomer.com/service/management/six-steps-to-successful-monitoring-of-your-customer-service
Evaluate interactions to identify skills gaps, and provide individual learning opportunities where there are deficiencies. Do not view agent development as a one-off activity. Provide continuous coaching that will help improve agent performance and productivity. Coaching is key to consistent customer service.
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