# Service Process Modeling in Practice: A Case Study in an Automotive Repair Service Provider
## 3 Materials and Methods
### Research Design and Data Sources  
The research design involved a multi-stage approach:  
1. Data Collection:  
Quantitative data were extracted from service activity reports generated by the organization's electronic management system. These reports provided detailed information on key performance indicators such as productivity, efficiency, average repair time, and number of hours billed.  
Qualitative data were collected through participatory direct observation.  
To complement the quantitative analysis and gain a qualitative insight into the service processes, participatory direct observation was used. The authors spent time within the organization, observing and documenting workflows, interactions between employees and customers, and how different situations and challenges are managed. This allowed a deeper understanding of the operational context and the human factors that can influence performance.  
The observation and evaluation of employee-customer interactions were guided by a framework focusing on the following parameters, derived from the literature on service quality and customer satisfaction [44,50]:  
Communication: Clarity, completeness, and effectiveness of communication between employees and customers. Effective communication is essential for understanding customer needs, managing expectations, and building trust [51].  
Empathy and Professionalism: Demonstration of empathy and understanding towards customer needs and concerns, and maintenance of a professional demeanor throughout the interaction. Empathy and professionalism contribute to a positive customer experience and enhance perceptions of service quality [52].  
Problem-solving: Efficiency and effectiveness in addressing customer issues and resolving conflicts. The ability to effectively resolve problems is essential for maintaining customer satisfaction and loyalty, particularly in challenging situations [53].  
Customer Focus: Extent to which employees prioritize customer needs and satisfaction. A customer-focused approach emphasizes the importance of meeting customer requirements and exceeding their expectations [54].  
Process Adherence: Compliance with established service processes and procedures. Adherence to processes ensures consistency in service delivery and reduces the likelihood of errors or inconsistencies [55].  
These parameters were derived from the literature on service quality and customer satisfaction and were used to systematically observe and evaluate the quality of employee-customer interactions.  
Customer feedback was collected through questionnaires and other satisfaction assessment tools to understand customer perceptions of service quality.  
Data Analysis:  
Descriptive statistics, correlational analysis, and statistical tests were used to analyze the quantitative data.  
Qualitative data were analyzed to identify themes and patterns related to service processes and customer interactions.  
Model Development and Validation:  
A service process model was developed based on the combined analysis of quantitative and qualitative data.  
The model was validated through expert review and a pilot study.  
The service process model was developed based on the combined analysis of quantitative and qualitative data. The model development process consisted of identifying the key stages of the service process, mapping the workflows, and analyzing the factors that influence process performance.