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A construct of sequential service quality in service encounter chains

Svensson, Goran and Callaghan, Michael 2005, A construct of sequential service quality in service encounter chains, in Marketing in an inter-connected world opportunities and challenges : proceedings of the 12th Biennial World Marketing Congress, Volume XXII, Academy of Marketing Science, Muenster, Germany, pp. 481-485.

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Title A construct of sequential service quality in service encounter chains
Author(s) Svensson, Goran
Callaghan, Michael
Conference name World Marketing Congress Academy of Marketing Science (2005 : 12th : Muenster, Germany)
Conference location Muenster, Germany
Conference dates 6-9 Jul. 2005
Title of proceedings Marketing in an inter-connected world opportunities and challenges : proceedings of the 12th Biennial World Marketing Congress, Volume XXII
Editor(s) DeMoranville, Carol W.
Publication date 2005
Conference series World Marketing Congress Academy of Marketing Science
Start page 481
End page 485
Total pages 5 p.
Publisher Academy of Marketing Science
Place of publication Muenster, Germany
Summary Studies of the construct of service quality have traditionally been undertaken from the perspective of the service receiver. More recently, research has focused on both the service provider's perspective and the service receiver's perspective. In addition, there have also been some triadic network approaches to the study of service quality. However, there has been very little research into sequential service quality in service-encounter chains (that is, consecutive service performances in a series of service encounters). The incorporation of connected service encounters in services management can improve understanding of sequential service quality in service-encounter chains. This paper provides a customized construct of sequential service quality and  highlights the importance of time, context, and performance threshold in service-encounter chains. Furthermore, the paper presents a customized six-dimensional construct of sequential service quality.
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Language eng
Field of Research 150313 Quality Management
HERDC Research category E1 Full written paper - refereed
Persistent URL http://hdl.handle.net/10536/DRO/DU:30009668

Document type: Conference Paper
Collections: School of Management and Marketing
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