callaghan-constructof-2005.pdf (3.04 MB)
A construct of sequential service quality in service encounter chains
conference contribution
posted on 2005-01-01, 00:00 authored by G Svensson, Michael CallaghanMichael CallaghanStudies 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 - 485Publisher
Academy of Marketing ScienceLocation
Muenster, GermanyPlace of publication
Muenster, GermanyStart date
2005-07-06End date
2005-07-09Language
engNotes
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.auPublication classification
E1 Full written paper - refereedEditor/Contributor(s)
C DeMoranvilleTitle of proceedings
Marketing in an inter-connected world opportunities and challenges : proceedings of the 12th Biennial World Marketing Congress, Volume XXIIUsage metrics
Categories
No categories selectedKeywords
Licence
Exports
RefWorks
BibTeX
Ref. manager
Endnote
DataCite
NLM
DC