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

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  • Arash Shahin
  • Masoud Pourhamidi

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.

Suggested Citation

  • Arash Shahin & Masoud Pourhamidi, 2011. "Service TRIZ: an approach for service quality design – with a case study in the hospitality industry," International Journal of Business Innovation and Research, Inderscience Enterprises Ltd, vol. 5(4), pages 291-308.
    • Handle: RePEc:ids:ijbire:v:5:y:2011:i:4:p:291-308
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    Citations

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    Cited by:

    1. Ong, Ardvin Kester S. & Prasetyo, Yogi Tri & Kishimoto, Ryuichi T. & Mariñas, Klint Allen & Robas, Kirstien Paola E. & Nadlifatin, Reny & Persada, Satria Fadil & Kusonwattana, Poonyawat & Yuduang, Nat, 2023. "Determining factors affecting customer satisfaction of the national electric power company (MERALCO) during the COVID-19 pandemic in the Phillippines," Utilities Policy, Elsevier, vol. 80(C).
    2. Serkan ALTUNTAS & Engin YENER, 2012. "An Approach Based on TRIZ Methodology and SERVQUAL Scale to Improve the Quality of Health-Care Service: A Case Study," Ege Academic Review, Ege University Faculty of Economics and Administrative Sciences, vol. 12(1), pages 97-106.

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