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Managing Service Quality within the Knowledge-Based Economy: Opportunities and Challenges

Author

Listed:
  • Ion Plumb

    () (The Bucharest Academy of Economic Studies, Romania)

  • Andreea Zamfir

    () (The Bucharest Academy of Economic Studies, Romania)

Abstract

The knowledge-based economy, along with the impact of information society technologies, presents the service organizations and their customers with many potential opportunities as well as challenges. Therefore, this study explores how the knowledge-based economy could influence the quality management of service organizations. The study reveals that the actors within the service sector have vast new opportunities in terms of communication and value co-creation, but in the same time, the requirements regarding the quality of provided services trigger various problems for managers. The originality and value of this study consist of identifying logical connections between changes in the society, changes in the services, and changes in the service quality management. The findings of this study reveal that service quality management, as an integral part of the management of services, became more important within the knowledge-based economy as compared to the traditional (industrial) economy. Service quality management is knowledge-driven, it relies on people’s continuous development, network-intense collaboration (sharing ideas and knowledge), and value co-creation to attain sustainable competitive advantage. The study was carried out by combining a wide variety of sources, such as research papers, conceptual papers and literature reviews. Our conclusion justifies the effort invested in improving service quality management and also has relevance for service organizations’ managers in a very sensitive area like the service quality management.

Suggested Citation

  • Ion Plumb & Andreea Zamfir, 2009. "Managing Service Quality within the Knowledge-Based Economy: Opportunities and Challenges," The AMFITEATRU ECONOMIC journal, Academy of Economic Studies - Bucharest, Romania, vol. 11(26), pages 373-382, June.
  • Handle: RePEc:aes:amfeco:v:11:y:2009:i:26:p:373-383
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    File URL: http://www.amfiteatrueconomic.ro/temp/Article_878.pdf
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    References listed on IDEAS

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    1. Paton, Robert A. & McLaughlin, Stephen, 2008. "Services innovation:: Knowledge transfer and the supply chain," European Management Journal, Elsevier, vol. 26(2), pages 77-83, April.
    2. Kim, Kyung Hoon & Kim, Kang Sik & Kim, Dong Yul & Kim, Jong Ho & Kang, Suk Hou, 2008. "Brand equity in hospital marketing," Journal of Business Research, Elsevier, vol. 61(1), pages 75-82, January.
    3. Blomberg, Jeanette, 2008. "Negotiating meaning of shared information in service system encounters," European Management Journal, Elsevier, vol. 26(4), pages 213-222, August.
    Full references (including those not matched with items on IDEAS)

    Citations

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    Cited by:

    1. Alexandra Ioana IONESCU FLOREA & Rãzvan-Andrei CORBOª, 2015. "Supplier Relationship Strategies in the Automotive Industry: An International Comparative Analysis," REVISTA DE MANAGEMENT COMPARAT INTERNATIONAL/REVIEW OF INTERNATIONAL COMPARATIVE MANAGEMENT, Faculty of Management, Academy of Economic Studies, Bucharest, Romania, vol. 16(4), pages 451-460, October.
    2. Dan Popescu & Cristina State, 2015. "Crowdsourcing: An Alternative for the Dynamic Development of Entrepreneurship in the Romanian Tourism," The AMFITEATRU ECONOMIC journal, Academy of Economic Studies - Bucharest, Romania, vol. 17(38), pages 162-162, February.
    3. Carmen Balan & Mirela-Patricia Zegreanu, 2012. "Insights into the Development of the Market of Mobile Marketing Services in Romania," The AMFITEATRU ECONOMIC journal, Academy of Economic Studies - Bucharest, Romania, vol. 14(Special N), pages 786-801, November.
    4. Xiangxuan Xu, 2012. "Internet of Things in Service Innovation," The AMFITEATRU ECONOMIC journal, Academy of Economic Studies - Bucharest, Romania, vol. 14(Special N), pages 698-719, November.

    More about this item

    Keywords

    management; service quality; knowledge-based economy; online services;

    JEL classification:

    • L80 - Industrial Organization - - Industry Studies: Services - - - General
    • L15 - Industrial Organization - - Market Structure, Firm Strategy, and Market Performance - - - Information and Product Quality
    • L86 - Industrial Organization - - Industry Studies: Services - - - Information and Internet Services; Computer Software
    • M10 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration - - - General
    • M15 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration - - - IT Management
    • O14 - Economic Development, Innovation, Technological Change, and Growth - - Economic Development - - - Industrialization; Manufacturing and Service Industries; Choice of Technology
    • O33 - Economic Development, Innovation, Technological Change, and Growth - - Innovation; Research and Development; Technological Change; Intellectual Property Rights - - - Technological Change: Choices and Consequences; Diffusion Processes

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