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A generic conceptual framework of interactive service quality
Halmstad University, School of Business, Engineering and Science, Centre for Innovation, Entrepreneurship and Learning Research (CIEL).
2003 (English)In: Managing Service Quality, ISSN 0960-4529, E-ISSN 1758-8030, Vol. 13, no 4, p. 267-275Article in journal (Refereed) Published
Abstract [en]

Generally, the article provides a fundament beyond the state-of-the-art construct of service quality. In particular, the content is dedicated to the construct of interactive service quality in service encounters. Interactive service quality in a service encounter requires the simultaneous consideration of the service provider's and service receiver's perspectives. Furthermore, it also demands the consideration of both the service provider's and the service receiver's expectations and perceptions in a service encounter. The theoretical contribution is a generic conceptual framework of interactive service quality in service encounters consisting of the service continuum, the service cycle, and an interactivity model. The managerial contribution is a model of the invisibility dilemma of a service offer, the features of interactive service quality and an application model of interactive service quality in service encounters. Suggestions for further research are also proposed.

Place, publisher, year, edition, pages
Bedford: IFS Publications , 2003. Vol. 13, no 4, p. 267-275
Keywords [en]
Perception, Quality, Services
National Category
Business Administration
Identifiers
URN: urn:nbn:se:hh:diva-3501DOI: 10.1108/09604520310484680Scopus ID: 2-s2.0-84986166470OAI: oai:DiVA.org:hh-3501DiVA, id: diva2:289073
Available from: 2010-01-22 Created: 2009-12-01 Last updated: 2018-03-23Bibliographically approved

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Svensson, Göran

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  • apa
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  • de-DE
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  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
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  • asciidoc
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