Service Operations Mastery: A Holistic Toolset for Achieving Operational Excellence and Service Superiority

  • Firdaus Abdullah Universiti Teknologi MARA
  • Nini Hartini Asnawi Universiti Teknologi MARA
  • Abg Hamizam Abg Mohara Universiti Teknologi MARA
Keywords: Service operations management, operational performance, holistic instrument, confirmatory factor analysis, comprehensive framework

Abstract

Effective operations management is central to achieving superior operational performance, whether in the manufacturing or service sector. While many studies have examined the importance of operations in manufacturing, less attention has been given to service operations management, particularly from the perspective of service operations managers. This study aims to bridge this gap by developing a comprehensive instrument for service operations management. By combining qualitative and quantitative approaches, we identified six key elements that underpin service operations management: Equipment Management, Human Initiatives, Service Delivery Control (SDC), Certifications, Technology Usage, and Service Delivery Design (SDD). Confirmatory factor analysis (CFA) confirmed the one-dimensionality of these factors, demonstrating their close interconnection. The instrument exhibited strong reliability and validity, enabling it to provide a structured framework for the empirical understanding of operations management in the service sector.

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Published
2023-11-16
How to Cite
Abdullah, F., Asnawi, N. H., & Abg Mohara, A. H. (2023). Service Operations Mastery: A Holistic Toolset for Achieving Operational Excellence and Service Superiority. Information Management and Business Review, 15(4(SI)I), 554-563. https://doi.org/10.22610/imbr.v15i4(SI)I.3637
Section
Research Paper