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A triadic network approach to service quality
School of Management and Economics, Växjö University, Växjö, Sweden & School of Economics and Commercial Law, Göteborg University, Sweden.
2002 (English)In: Journal of Services Marketing, ISSN 0887-6045, Vol. 16, no 2, 158-179 p.Article in journal (Refereed) Published
Abstract [en]

The unidirectional measurement and evaluation of the service quality in a specific service encounter is not enough to understand the existing service quality between two actors in a dyadic service encounter. Furthermore, a bi‐directional approach may not always be sufficient to understand the service quality in a specific service encounter. The incorporation of a third actor may improve the understanding of service quality in dyadic service encounters. Therefore, a method is applied to analyze the dynamics of service quality in triadic business networks.

Place, publisher, year, edition, pages
Bingley: Emerald Group Publishing Limited, 2002. Vol. 16, no 2, 158-179 p.
Keyword [en]
Service quality, Networks, Performance measurement
National Category
Business Administration
Identifiers
URN: urn:nbn:se:hh:diva-26758DOI: 10.1108/08876040210422691OAI: oai:DiVA.org:hh-26758DiVA: diva2:755667
Available from: 2014-10-15 Created: 2014-10-15 Last updated: 2015-02-23Bibliographically approved

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CiteExportLink to record
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Cite
Citation style
  • apa
  • ieee
  • modern-language-association-8th-edition
  • vancouver
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Language
  • de-DE
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Output format
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