Service Quality for Service Innovation

Service innovation is important in today's world economy. It is the current focus of many businesses. The reason is that services today represent 80% of most developed countries' GDP and a growing percentage of the developing countries' GDP. Organisations today can no longer compete only on providing superior service on their core products, instead they must move into customer relationship management through the co-evolution of memorable experiences with their customers. This means providing better services for their customers. Central to the success of any service innovation is the quality of service provided to the customers. Providing quality service is necessary for organizations to remain in business. Currently there is little research being conducted to measure service quality for service innovation. This paper proposes a framework for measuring service quality for organizations, using a case study.