Designing Service Excellence: People and Technology, 1st Edition (Hardback) book cover

Designing Service Excellence

People and Technology, 1st Edition

By Brian Hunt, Toni Ivergard

CRC Press

194 pages | 25 B/W Illus.

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Hardback: 9781439840467
pub: 2014-11-13
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pub: 2014-11-13
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The moment of truth—that instant when consumers experience and judge service quality—is often a deciding factor in business success. Designing Service Excellence: People and Technology provides practical information on the design, management, and organization of many different types of service industries, such as hotels, restaurants, banks and financial institutions, retail, and the public sector. The authors investigate the consumers’ experience and judgment on service quality, which ultimately determines the success or failure of the service. They then consider people, usability, and technology in the automation of high-quality service.

This research-driven book identifies service—in a variety of forms—as an area of business and management where rapid change is taking place. The authors examine how service has become a balance between people and technology and explore this relationship as one of the key drivers of change. They discuss how social, cultural, and technological developments influence the ways in which customers contact, negotiate, and purchase services from their chosen service providers. These same developments are also driving communications between customers relating to the services they buy and are willing to recommend to others (or otherwise). Intermingled, these features of our current-day lives have changed the nature of service provision and service use.

When your organization has its moment of truth, how will it measure up? Organizations whose business has service at its core and whose activities focus mainly on service design, management, and delivery are likely to find increasingly that, for survival, service is a matter of life or death. This book provides a deep understanding of the relationship between people and technology along with an ergonomic approach to the design and management of service delivery that helps you deliver the value and benefits that customers not only want, but increasingly come to expect.

Table of Contents

Service: Definitions and Attributes

Toward a Definition of Service

Fundamentals of a Service Encounter

Key Components of Service

Service and Service Management

Transfer of Ownership

Service Requires an Immediate User

Service Processes Differ from Manufacturing Processes

Manufacture and Delivery of Products Are Separated

by Time and Space

Service Provision Is Personal and Immediate

Service Is Emotional

Service and Trust


Service and Moments of Truth

Service and the Moment of Truth

Service as Serial Moments of Truth

Moments of Truth in Practice: Scandinavian Airlines System (SAS)

Implications of Managing Moments of Truth

Daily Moments of Truth

Moments of Truth, the Customer and the Employee

Recognizing Moments of Truth in Service Delivery


Service Management, Service Systems, and Service Excellence

The Moment of Truth: El Momento de Verdad

Ensuring Quality at the Point of Service Delivery

Moments of Truth as an Opportunity for Assessing Service Quality

A Service Delivery System, including Organizational Systems and Processes


People and Service: Customers

Service and the Customer

Reputation Matters

The Costs of Poor Service

Loyal Customers


People, Technology, and Usability: An Ergonomic Perspective

Ergonomics: A Brief Overview

Fundamentals and Criteria of Ergonomics and Usability

Ergonomics: Aiming for Balance

Motives for Physical Design as a Part of Excellence in Design and Practice

Usability/Ergonomics Related to Different User Groups

The World Is Getting Older

Aging Populations and Sustainable Work Life

An Aging Workforce and Technology

Managing and Assuring Ergonomics and Usability


Leading Organizations and Employees toward Service Excellence

Identifying Leadership

A Leader’s Key Tasks: Develop the Organization and Its People

Leadership the Richard Branson Way

Leaders and Organizational Development

Leadership and Moments of Truth: Making a Difference in

Service Organizations


Leading Organizations as if People Matter: Humanist Approaches

Leadership Matters and People Matter

The Humanistic School of Management

Employees Come First


Service in and by Public Sector Organizations

Service in and by the Public Sector

Moments of Truth in Public Service Delivery

Managing Moments of Truth in Public Service Delivery

The Future of the Public Sector Work and the Potential

of Automation


Public Sector Culture and Values: Delivering Public

Service Excellence

The Work and Structure of the Agency

Delivering Public Service: A Political Dimension

The Agency’s Organizational Culture and Values

The Agency as a Cadre Organization

The Agency’s Service Delivery and Performance Measurement

Performance Measurement of the Local Branch Offices

Employee Evaluation of Work Conditions (Feedback)

Public Service Excellence


Designing a Service Dream: Excellence from Merging Public and Private Service

Excellence in a Private and in a Public Organization

Service Excellence in a Large International Private Sector Organization

Service Excellence in a Large Public Sector Organization

Learning between Private and Public Sector Organizations


Service and Technology in Retailing: History, Concepts, and Concerns

Retailing and the Moment of Truth

The Birth of Modern-Day Retailing: Le Bon Marché

What the Retail Pioneers Gave to Modern-Day Retailing


The Future of Service Excellence through People and Technology

The Moment of Truth from an Ergonomics Perspective

Service through Automation: A New Era Takes Shape

The Customer as Co-Producer of Value in the Service Encounter



About the Authors

Dr. Toni K. B. Ivergard has a post doctorate in Science of Work from the Royal Institute of Technology, Sweden, a PhD in Human Sciences and a Master in Ergonomics and Cybernetics from Loughborough University, UK. He was a regional director of the Swedish National Research Institute of Working Life and he has published numerous books and over 220 papers and articles. Currently he is Director of a Master of Management in Innovation and Entrepreneurship at Rangsit University in Bangkok. He is also the Managing Director of the Ivergard Management Consultancy (IMC) Ltd in Stockholm. IMC specializes in top leadership development. Over several decades he has been in management positions in both the public and private sectors. He was R&D Director of the Scandinavian Airline University, Managing Director of the consultancy and research company ERGOLAB and the Head of the Environmental Laboratory of the Cooperative Union and Wholesale Society). Recently he has focused on 'Learning at Work', macro aspects of HR and Technology and the role of corporations in the society. Together with Brian Hunt he is co-author of the Handbook of Control Room Design and Ergonomics: A Perspective for the Future (published by CRC Press in 2008).

Dr. Brian Hunt is a full-time member of faculty and Assistant Professor at the College of Management Mahidol University, Bangkok, Thailand where he held the post of Director of Research from 2000-2004. Brian is a graduate of the universities of East Anglia (UEA), Reading, and Bath, all in the UK. He has conducted business research projects at City University Business School and at Imperial College, London. Brian holds a PhD from the University of Technology Sydney (UTS). Brian has published widely in the areas of business and management, specifically in corporate strategy, learning in organizations, pubic management, and ergonomic approaches to management and organizational design. His most recent book (co-authored with Toni Ivergard) is the Handbook of Control Room Design and Ergonomics: A Perspective for the Future (published by CRC Press in 2008).

Subject Categories

BISAC Subject Codes/Headings:
BUSINESS & ECONOMICS / Management Science
POLITICAL SCIENCE / Public Affairs & Administration
TECHNOLOGY & ENGINEERING / Industrial Health & Safety