THE IMPACT OF HUMAN ERROR ON DELIVERING SERVICE QUALITY

Douglas M. Stewart · Richard B. Chase

92 citations0/0 files storedProduction and Operations Management

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Customer Service Quality and Loyalty Management Systems and Quality Improvement Service and Product Innovation

Abstract

This paper opens a new avenue for investigation of quality issues in services. We take the viewpoint that a substantial portion of service failures is the result of human error in the delivery process. Drawing upon the Generic Error Modeling System (gems) from the cognitive science literature, we develop a framework for understanding the role of human error in service failures. An empirical investigation assesses the applicability of this framework to services, identifies which error mechanisms are important sources of service failure, and clarifies how the different roles of customers and providers affect the errors made by each.

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References

1990Human Error 1983Architecture of Cognition 1995The Bell Curve: Intelligence and Class Structure in American Life.1983Skills, rules, and knowledge; signals, signs, and symbols, and other distinctions in human performance models 1981Categorization of action slips.1983Handbook of human-reliability analysis with emphasis on nuclear power plant applications. Final report 1995Cognitive systems engineering 1993A typology of retail failures and recoveries

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