Service Capability: Capability Quality and Capability Process

Xi-qiu Wang () and Can Li ()
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Xi-qiu Wang: Shandong University
Can Li: Shandong University

Chapter Chapter 103 in The 19th International Conference on Industrial Engineering and Engineering Management, 2013, pp 979-986 from Springer

Abstract: Abstract Along with the arrival of the service economy, more and more companies start to pay attention to service capability, but how to enhance the service capability effectively, is still a theoretical and academic question to solve. This paper argue that the nature of service capacity is essentially a kind of energy, and defines the service capability from two dimensions—service capability quality and service capability process, which makes it more operable and provides a viable analysis tool for enterprises to effectively enhance and manage service capability.

Keywords: Competitive advantage; Service capability; Service capability process; Service capability quality (search for similar items in EconPapers)
Date: 2013
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Persistent link: https://EconPapers.repec.org/RePEc:spr:sprchp:978-3-642-38442-4_103

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DOI: 10.1007/978-3-642-38442-4_103

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