Service quality impact models

Service Quality impact models, incorporating aggregate models (like customer satisfaction effects) and disaggregated models (like financial impacts of a service component). 

The above models have moved the complex concept of services delivery beyond that of the immediate services business. The models indicate that the delivery of services requires the business to adopt both an internal and an external perspective. Rust and Metiers (2003) showed services to be eomplex in nature. They showed that a variety of approaches had been adopted, leading to the development of three key areas—customer behavior models, service quality impact models, and normative service models. Cook et al. (1999) showed services may be considered from a marketing or an operations focus. They suggested it may be possible to hold the service product constant and investigate the effects of the service process (and vice-versa). 

The data obtained from service quality measures may be used in a vtuiety of ways to correct specific performance deficiencies, to identify problems for correction, and to supply data to a variety of economic models on the profit impact of causes of dissatisfaction and the revenue opportunities of sources of satisfaction. Whatever methods are used to obtain the data, service quality results must reach all of the concerned areas of the organization, and they must be evaluated and needed to balance customer satisfaction and company profits. When customer expectations are met or exceeded, they have a tendency to increase, and service-obsessed companies never see the end of programs and actions to improve service. 

In the time that has passed since the original ACCP prospectus, the literature has continued to grow in both depth and breadth of evidence supportive of the financial justification of clinical pharmacy services. New service models and philosophies of practice have developed in the past 6 years, the most notable being that of pharmaceutical care. " In addition, our ability to evaluate scientifically and measure the impact of clinical services on costs and outcomes has matured with the increased understanding and use of analytical techniques in health economics and pharmacoeconomics. " The effect of these advances on the quality and quantity of literature is unknown. The ACCP Board of Regents thus asked the ACCP Publications Committee to update this prospectus. 

Weaver and Eves (Chapter 3) describe an analytical laboratory course in which environmental chemical analysis is the main focus. In this pedagogical model, principles and techniques are introduced to students and then applied to environmentally-oriented service learning projects. Students work in groups to carry out various water quality tests of a creek near Southern Utah University. Students are required to compile the data and report their findings for dissemination to the community. The real-world application of the projects and their impacts are detailed here. 

---