University of Evry-Val d Essonne
The results have important consequences for both practitioners and the research community. Whilst the results recognize the role of staff satisfaction and both elements of service quality, they highlight the significance of BPM as a critical factor in driving customer satisfaction. They suggest that practitioners should focus on process management to impact upon TSQ rather than simply addressing service quality from a functional perspective. They also suggest that more research is needed to identify different configurations of processes within service systems, and to align these configurations with different outcome measures.