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A Model for Measuring Communication Problems in Service Processes

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This paper proposes a model for measuring relationships in service processes from a knowledge management approach. The model analyzes the discrepancies between supplier’s suppositions and client`s expectations by means of a semantic indicator. As a consequence, the model provides knowledge to promote communication improvements and better methods and procedures. The research was conducted by means of the Soft Systems Methodology. The research is related to the electricity supplying attendance chain of a major Brazilian utility Company. The study considers the service process dynamics of the energy restoring service in terms of the relationships among clients, Call Center, Control Center and field teams. As a research finding it may be said that miscommunication among the service chain nodes jeopardizes the quality of the relationship contributing to poor service. However, despite the importance of measuring the customer satisfaction it is equally relevant to measure how the service is produced, particularly, in terms of the personnel′s perceptions and their tacit and explicit communication. This paper contributes with a practical, useful and straightforward way of measuring relationships, particularly, the understandability supposedly provided by communication. The model also provides managerial intervention properly supported by effective communication, i.e., without misunderstanding along the service process line.


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