Service TRIZ: an approach for service quality design – with a case study in the hospitality industry

Arash Shahin and Masoud Pourhamidi

International Journal of Business Innovation and Research, 2011, vol. 5, issue 4, 291-308

Abstract: This paper develops the service theory of inventive problem-solving (TRIZ) for service quality design. It also proposes a new generic contradiction matrix for problem-solving in service applications. The traditional algorithm of TRIZ problem-solving is slightly modified; the 39 TRIZ traditional parameters in manufacturing are changed to 12 major parameters; and a 12 × 12 matrix of contradictions is proposed for problem-solving in service applications. The proposed approach is examined at the front desk encounter of a four-star hotel. Findings indicate that the reservation system of the selected hotel is effectively redesigned and improved.

Keywords: TRIZ; inventive problem-solving; service theories; service quality; hospitality industry; generic matrixes; contradiction matrixes; non-technical contradictions; service applications; algorithms; manufacturing parameters; front desks; hotels; reservation systems; Isfahan; Iran; Safir Hotel; business innovation; R&D; research and development. (search for similar items in EconPapers)
Date: 2011
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Citations: View citations in EconPapers (2)

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Persistent link: https://EconPapers.repec.org/RePEc:ids:ijbire:v:5:y:2011:i:4:p:291-308

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