‘Respons’ible service quality
| Date | 03 June 2014 |
| Pages | 165-169 |
| DOI | https://doi.org/10.1108/SHR-04-2014-0028 |
| Published date | 03 June 2014 |
| Author | Vickram Sahai,Arvind Kumar Jain |
| Subject Matter | HR & organizational behaviour,Employee behaviour |
‘Respons’ible service quality
Vickram Sahai and Arvind Kumar Jain
Vickram Sahai is a
Assistant Professor
based at Centre for
Professional
Communication,
University of Petroleum
and Energy Studies,
Dehradun, India.
Arvind Kumar Jain is a
Associate Professor
based at Department of
Marketing, University of
Petroleum and Energy
Studies, Dehradun, India.
Abstract
Purpose –The purpose of this study was to bridge the gap between customer’s assessment of service
quality dimensions (SERVQUAL model) and the descriptors of training. A model of service quality is
SERVQUAL, which measures the discrepancy between customer’s perceptions and expectation on the
customer service. The dimensions of service quality here are evaluated from the customer’s point of
view. Functional fluency as a model of transactional analysis identifies descriptors of interpersonal
communication that helps employees improve their responses. Hence, to provide a clear training need
assessment, the dimensions of service quality and descriptors of functional fluency must be mapped
accordingly.
Design/methodology/approach –The semantic mapping of the dimensions of the service quality with
descriptors of the functional fluency model.
Findings –Of the five dimensions of the SERVAQUAL model, four are behavioral and are mapped with
four descriptors belonging to four different modes of the functional fluency model. The four modes are
positive manner in which people can respond to improve service quality.
Research limitations/implications –The implication is the training needs that emerge by bridging the
gap between SERVQUAL dimensions and functional fluency model for self-development.
Practical implications –This will provide an organization the training needs analysis for their
employees for improving their interpersonal communication on service quality dimensions.
Originality/value –Bridging of the gap between customer’s assessment of service quality dimensions
(SERVQUAL model) and the descriptors of training (functional fluency model).
Keywords SERVQUAL, Service quality, Training, Functional fluency, Training needs
Paper type Conceptual paper
Inter personal communication
The interaction, during interpersonal orientation, concentrates more on the sharing of
meaning, as the responsibility of sending, receiving and evaluating messages is divided
between two participants. The meanings are shared for a better relationship, whether it
involves verbal or non-verbal cues. The focus is on self awareness that enhances
objectivity and promotes empathy. Here, one must choose responses rather that just react
automatically (Temple, 2009a). Temple’s (2002) Functional fluency model maps
communication to help build positive and effective relationships.
TA model – functional fluency
Functional fluency promotes effective ways of behaving socially in many contexts along
with other transactional analysis models and concepts (Temple, 2009b). Functional fluency
model helps in understanding the manner in which we respond to situations. “It is about
how to choose ‘responses’ rather than just react automatically” (Temple, 2009b). Temple
(2002) has proposed the name functional fluency, which describes the behavioral
manifestation of the integrating adult ego state. The model focuses on responding
positively and avoiding the contaminated behaviors of either the parent or the child, therein
the description of the integrated adult manifestation. One can engage clients, catch the
DOI 10.1108/SHR-04-2014-0028 VOL. 13 NO. 4/5 2014, pp. 165-169, © Emerald Group Publishing Limited, ISSN 1475-4398 STRATEGIC HR REVIEW PAGE 165
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