paid for on a cost-recovery basis to the unit that provided them. The intention is to
ensure that a service provider knows all its fixed and variable costs and is therefore
able to apply (marginal) cost pricing to its consumers.
Better service or improvements in the service provided as per the expectations of
customers certainly may add on the costs or tariff, considered by many to be already
too high. How to improve service at no extra cost may be part of quality systems or
re-engineering the organization. This, however, cannot go a long way. Smart
systems to provide smart service do have cost implications. If customers wish to
have a smart (or smarter, for that matter) service, some advance planning (and
probably, judicious and appropriate marketing) needs to be carried out by the service
providers,
21.12 Conclusion
All of these will not be immediately applicable, but this list lays down the target to
achieve. If as infrastructure customers, we wish to be better informed about the
service we are supposed to expect, it is time to think about the way to move
forwards – using a backcasting method!
References
Bansel, H. S., & Boyer, P. A. (2000). Word-of-mouth processes within a service purchase decision
context. Journal of Service Research, 3(2), 166–117.
Bitner, M. J., & Zeithaml, V. A. (1996). Services marketing. New York: McGraw-Hill.
Dinar, A. (Ed.). (2000). The political economy of water pricing reforms. New York: Oxford
University Press.
Doctoral Symposium 23rd and 24th March 2009. Source: www.brunel.ac.uk/329/Tasleem Albasse
0530713.pdf
Durvasula, S., Lysonski, S., & Mehta, S. S. (1999). Testing the SERVQUAL scale in the business to
business sector: The case of ocean freight shipping service. The Journal of Service Marketing,
13(2), 132–150.
Gronroos, C. (2001). The perceived service quality concept – A mistake? Managing Service
Quality, 11(3), 150–152.
Hall, J. W., Nicholls, R. J., Hickford, A. J., & Tran, M. (Eds.). (2016). The future of national
infrastructure: A system of systems approach. Cambridge: Cambridge University Press.
Harms. (2002). The impact of service quality on the customers in the organized grocery stores in
Odisha.
http://www.cid.harvard.edu/cidtrade/issues/services
https://expertprogrammanagement.com/2018/03/gap-model-service-quality/
https://shodhganga.inflibnet.ac.in/bitstream/10603/226003/11/11_chapter%202.pdf
https://www.simplesat.io/measuring-customer-service-quality-rater-framework/
Kasper, H. (1999). Services marketing management: An international perspective. New York: John
Wiley.
Kotler, P. (1996). How to create, win, dominate markets. London: Prentice Hall Publication.
618
21 Quality of Infrastructure Service Delivery
ensure that a service provider knows all its fixed and variable costs and is therefore
able to apply (marginal) cost pricing to its consumers.
Better service or improvements in the service provided as per the expectations of
customers certainly may add on the costs or tariff, considered by many to be already
too high. How to improve service at no extra cost may be part of quality systems or
re-engineering the organization. This, however, cannot go a long way. Smart
systems to provide smart service do have cost implications. If customers wish to
have a smart (or smarter, for that matter) service, some advance planning (and
probably, judicious and appropriate marketing) needs to be carried out by the service
providers,
21.12 Conclusion
All of these will not be immediately applicable, but this list lays down the target to
achieve. If as infrastructure customers, we wish to be better informed about the
service we are supposed to expect, it is time to think about the way to move
forwards – using a backcasting method!
References
Bansel, H. S., & Boyer, P. A. (2000). Word-of-mouth processes within a service purchase decision
context. Journal of Service Research, 3(2), 166–117.
Bitner, M. J., & Zeithaml, V. A. (1996). Services marketing. New York: McGraw-Hill.
Dinar, A. (Ed.). (2000). The political economy of water pricing reforms. New York: Oxford
University Press.
Doctoral Symposium 23rd and 24th March 2009. Source: www.brunel.ac.uk/329/Tasleem Albasse
0530713.pdf
Durvasula, S., Lysonski, S., & Mehta, S. S. (1999). Testing the SERVQUAL scale in the business to
business sector: The case of ocean freight shipping service. The Journal of Service Marketing,
13(2), 132–150.
Gronroos, C. (2001). The perceived service quality concept – A mistake? Managing Service
Quality, 11(3), 150–152.
Hall, J. W., Nicholls, R. J., Hickford, A. J., & Tran, M. (Eds.). (2016). The future of national
infrastructure: A system of systems approach. Cambridge: Cambridge University Press.
Harms. (2002). The impact of service quality on the customers in the organized grocery stores in
Odisha.
http://www.cid.harvard.edu/cidtrade/issues/services
https://expertprogrammanagement.com/2018/03/gap-model-service-quality/
https://shodhganga.inflibnet.ac.in/bitstream/10603/226003/11/11_chapter%202.pdf
https://www.simplesat.io/measuring-customer-service-quality-rater-framework/
Kasper, H. (1999). Services marketing management: An international perspective. New York: John
Wiley.
Kotler, P. (1996). How to create, win, dominate markets. London: Prentice Hall Publication.
618
21 Quality of Infrastructure Service Delivery