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A customized construct of sequential service quality in service encounter chains: time, context, and performance threshold
Halmstad University, School of Business, Engineering and Science, Centre for Innovation, Entrepreneurship and Learning Research (CIEL).
2004 (English)In: Managing Service Quality, ISSN 0960-4529, E-ISSN 1758-8030, Vol. 14, no 6, p. 468-475Article in journal (Refereed) Published
Abstract [en]

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 generic five-phase performance process, and a customized six-dimensional construct of sequential service quality.

Place, publisher, year, edition, pages
Bedford: IFS Publications , 2004. Vol. 14, no 6, p. 468-475
Keywords [en]
Quality of service, Service industries, Performance evaluation, Time, Customer services quality, Performance measurement (quality)
National Category
Business Administration
Identifiers
URN: urn:nbn:se:hh:diva-3503DOI: 10.1108/09604520410569801Scopus ID: 2-s2.0-84993078154OAI: oai:DiVA.org:hh-3503DiVA, id: diva2:289112
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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Citation style
  • apa
  • harvard1
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf