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.
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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