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A construct of sequential service quality in service encounter chains

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conference contribution
posted on 2005-01-01, 00:00 authored by G Svensson, Michael CallaghanMichael Callaghan
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.

History

Event

World Marketing Congress Academy of Marketing Science (2005 : 12th : Muenster, Germany)

Pagination

481 - 485

Publisher

Academy of Marketing Science

Location

Muenster, Germany

Place of publication

Muenster, Germany

Start date

2005-07-06

End date

2005-07-09

Language

eng

Notes

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Publication classification

E1 Full written paper - refereed

Editor/Contributor(s)

C DeMoranville

Title of proceedings

Marketing in an inter-connected world opportunities and challenges : proceedings of the 12th Biennial World Marketing Congress, Volume XXII

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