Service Standardization for Quality Improvement and Customer Satisfaction: A Case of Merry Maids Korea
Sungwook Jung, Hoyoung Kim, Changhee Kim · Journal of Korea Service Management Society · 2023
It is challenging to consistently deliver high-quality services due to the nature of the service business. Many service providers have turned to service standardization in order to consistently deliver high-quality service products. The procedures and business effects of service standardization were examined in this study using a case study approach. An analysis of Merry Maids Korea, a market leader in the home cleaning industry, has been conducted to investigate the practices and the impacts of service standardization. Merry Maids Korea has pursued service standardization through several strategies, improving both quality and customer satisfaction. The implications of this study are as follows. First, the entire process, from sales to post-monitoring, should be standardized. Second, standardization for both process and workforce management is required. Lastly, top management need to be firmly committed to supporting service standardization. Based on this research"s findings, future studies are expected on identifying key practices of service standardization and the relationship with firm"s performance.