• Home
• Library
• DRO home

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. Attached Files Name Description MIMEType Size Downloads callaghan-constructof-2005.pdf Published version application/pdf 3.04MB 145 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. Notes Every reasonable effort has been made to ensure that permission has been obtained for items included in Deakin Research Online. If you believe that your rights have been infringed by this repository, please contact drosupport@deakin.edu.au 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 Open Access Collection   Unless expressly stated otherwise, the copyright for items in DRO is owned by the author, with all rights reserved. Every reasonable effort has been made to ensure that permission has been obtained for items included in DRO. If you believe that your rights have been infringed by this repository, please contact drosupport@deakin.edu.au. Versions Version Filter Type Fri, 05 Dec 2008, 09:13:39 EST Mon, 10 May 2010, 14:48:08 EST Mon, 10 May 2010, 14:51:01 EST Mon, 10 May 2010, 14:58:17 EST Fri, 16 Mar 2012, 16:36:08 EST Fri, 25 May 2012, 15:48:35 EST Filtered Full Access Statistics: 528 Abstract Views, 146 File Downloads  -  Detailed Statistics Created: Tue, 14 Oct 2008, 07:00:51 EST

Every reasonable effort has been made to ensure that permission has been obtained for items included in DRO. If you believe that your rights have been infringed by this repository, please contact drosupport@deakin.edu.au.