ABSTRACT

Purpose

This practitioner note proposed a consulting service quality model based on service process, which contains four dimensions: potential service capability (PoSC), process service capability (PrSC), situational interaction capability (SIC), and service outcomes (SO). The four dimensions were transformed from INDSERV scale which was specialized for B-to-B service.

Methodology

The research design used in this practitioner note is descriptive. Very simple normalization methods were used for calculations. The internal relationships among them were tested by the analysis of a convenient sample of 263 management consulting customers in India. Constructs validity was tested applying Bartlett’s Test of Sphericity and the Kaiser-Mayer-Olkin (KMO) measure of sampling adequacy analyzing the strength of association among variables. The KMO measure of sampling adequacy was first computed to determine the suitability of using factor analysis. Confirmatory Factor Analysis (CFA) also used to estimate uni-dimensionality of selected variables.

Findings

Among all the significant variables in this practitioner note, several results are found: (a) PoSC has a profound impact on PrSC and SIC, especially on SIC. (b) SIC is a support for PrSC. (c) PrSC has significant positive impact on SO. For consulting firms, playing a good role in problem diagnosis, design optimization, and project control level, copy writing quality and other aspects will greatly improve the level of service quality.

Research Implications

The research aims, scope and objectives of this study is too broadly. It can be narrowed so that the level of focus of the study may be increased in near future. This study is targeted to only specific set of management consulting firms

Practical Implications

Theoretically, results from this practitioner note will contribute to service quality assessment for B-to-B companies. INDSERV is a promising advance in measuring customer service, and modeling customer service as a process allows more complex and interesting model generation.

Originality

This practitioner note build a unique services quality model of management consulting based INDSERV scale. Based on causal and structural modeling of the service process, managers can allocate resources across the system to B-to-B service aspects based on relative changes in customers’ feedback on them. Modeling customer service in this way allows more complex and interesting model generation. INDSERV scale appropriately confirm that the items are phrased in a meaningful manner for consulting management industry.

中文翻译：

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基于流程的B2B服务质量框架：管理咨询服务从业者笔记

摘要

目的

本从业者笔记提出了基于服务过程的咨询服务质量模型，该模型包含四个维度：潜在服务能力（PoSC）、过程服务能力（PrSC）、情景交互能力（SIC）和服务结果（SO）。这四个维度是从专门针对 B2B 服务的 INDSERV 量表转换而来的。

方法

本从业者笔记中使用的研究设计是描述性的。非常简单的归一化方法用于计算。通过对印度 263 名管理咨询客户的方便样本分析，检验了它们之间的内部关系。应用 Bartlett 的球形检验和 Kaiser-Mayer-Olkin (KMO) 抽样充分性测量分析变量之间的关联强度，对构建的有效性进行了测试。首先计算抽样充分性的 KMO 度量，以确定使用因子分析的适用性。验证性因子分析 (CFA) 也用于估计所选变量的单维性。

发现

在本从业者笔记中的所有重要变量中，发现了几个结果： (a) PoSC 对 PrSC 和 SIC，尤其是对 SIC 有深远的影响。(b) SIC 是对 PrSC 的支持。(c) PrSC 对 SO 有显着的积极影响。对于咨询公司来说，在问题诊断、设计优化、项目控制水平、文案质量等方面发挥良好作用，将大大提升服务质量水平。

研究意义

本研究的研究目的、范围和目标过于宽泛。可以缩小范围，以便在不久的将来可以提高研究的重点水平。本研究仅针对特定的管理咨询公司

实际影响

从理论上讲，本从业者笔记的结果将有助于 B2B 公司的服务质量评估。INDSERV 是衡量客户服务的一个有前途的进步，并且将客户服务建模为一个过程允许更复杂和有趣的模型生成。

独创性

本从业者笔记构建了一个独特的基于 INDSERV 规模的管理咨询服务质量模型。基于服务过程的因果和结构建模，管理人员可以根据客户反馈的相对变化，将整个系统的资源分配给 B2B 服务方面。以这种方式对客户服务进行建模可以生成更复杂和有趣的模型。INDSERV 量表适当地确认这些项目以对咨询管理行业有意义的方式措辞。