Through a case study of the City of Philadelphia’s 311 service, Philly311, this paper creates new understanding about citylevel service integration enabled by a 311 service center. The papers looks at how the capabilities of 311-enabled service integration influence the city government in both citizen-facing and internal management. The analysis is based on findings from semi-structured intervi...

The field of tissue viability is not alone in finding that the current financial pressures are having an impact on service delivery. Resources are becoming scarce and there is the inevitable drive to provide a high standard of care with an ever-diminishing budget. This heralds the way for reflection on current practice and an opportunity of finding new and innovative ways of working that will e...

Boshoff (1997) referred to service recovery as the component of quality management that can maintain the business relationship with customers. Tax and Brown (2000) defined service recovery as a process oriented towards the identification of service failure, resolution of customer’s problems, identification of root causes and improvement of the service system. Boshoff (2005a) noted that service ...