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Sequential Service Quality in Service Encounter Chains: Case Studies
Oslo School of Management, Oslo, Norway.
2006 (English)In: Journal of Services Marketing, ISSN 0887-6045, Vol. 20, no 1, 51-58 p.Article in journal (Refereed) Published
Abstract [en]

Purpose - The objective of the present research is to explore the construct of perceived sequential service quality in service-encounter chains. Design/methodology/approach - The study is based on a qualitative approach. Based on two case studies in the Swedish automotive and retail industries, the research applies a six-dimensional, dual-perspective construct of sequential service quality. The theoretical framework is derived from the constructs of service quality and service encounter. Findings - The case studies do not indicate any dramatic differences in perceptions of the sequential service-quality construct - despite the differences that exist between the industries. Although these industries are thus generically different, sequential service quality in service-encounter chains is recognized as being important in both industries. It is contended that the six-dimensional construct employed in the present study contributes to the exploration and conceptualization of sequential service quality in service-encounter chains both from an upstream-downstream and from a downstream-upstream perspective. Although some minor differences exist, the overall conclusion is that the construct is valid and useful in understanding and exploring these important issues. Research limitations/implications - Research and practice needs to extend well beyond single interactive constructs of service quality. The research approach introduced here - of sequential service quality in service-encounter chains - contributes to an extended research agenda. Originality/value - The approach might be fruitful in a number of areas for both researchers and practitioners that go beyond the boundaries of the currently accepted constructs and applications of service quality. © Emerald Group Publishing Limited.

Place, publisher, year, edition, pages
Bingley: Emerald Group Publishing Limited, 2006. Vol. 20, no 1, 51-58 p.
National Category
Business Administration
Identifiers
URN: urn:nbn:se:hh:diva-26756DOI: 10.1108/08876040610646572Scopus ID: 2-s2.0-33644620771OAI: oai:DiVA.org:hh-26756DiVA: diva2:755663
Available from: 2014-10-15 Created: 2014-10-15 Last updated: 2015-01-20Bibliographically approved

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CiteExportLink to record
Permanent link

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Cite
Citation style
  • apa
  • 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