In an effort to further bridge the areas of OD and performance improvement, we
propose that when service firms apply HRD efforts, such as problem-solving and analytical
methods, there will be an increase in service quality dimensions, including
reliability, responsiveness, assurance, empathy, and tangibles. Using analytical and
problem-solving methods, HRD efforts will ensure that service employees are providing
reliable and responsive service and that the physical evidence of the services is of
superior quality. In addition, the emphasis of HRD interventions focusing on facilitating
learning and development will guarantee that service employees have the needed
skills to demonstrate courteousness and show caring individualized attention to customers
so that services are delivered with assurance and empathy