Some effects of service reliability on corporate performance

Abstract

On-going research on service quality has provided both acdemics and pactitioners with a clearer understanding of the nature and composition of the service quality construct. Reliability most frequemly emerges as the most important, service quality dimension to the customer - usually by a considerable margin. The literature frequently avers lo a 'relationhip’ between reliable service delivery and improved business performance, but empirical [researched-based] evidence in support of such a proposition is scarce. In an empirical study, an apparently reliable and valid instrument for the assessment of service reliability management, and business performance, was administered to 1000 of the "top" service industry firms in the United Kingdom. In this study, the primary objective was to test hypotheses that reliability, overall, and by dimension, is positively related to key performance criteria in businesses. This paper presents major findings and conclusions, and suggest directions for future research.