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The quality of bi‐directional service quality in dyadic service encounters
School of Management and Economics, Växjö University, Växjö, Sweden.
2001 (English)In: Journal of Services Marketing, ISSN 0887-6045, Vol. 15, no 5, 357-378 p.Article in journal (Refereed) Published
Abstract [en]

Argues that the unidirectional measurement and evaluation of service quality in any specific service encounter is not enough in itself to understand the existing service quality between two actors in a dyadic service encounter. Therefore, a method is introduced for the express purpose of analysing the perceptual bi‐directionality of service quality in order to measure and evaluate the dynamics of service quality in dyadic service encounters.

Place, publisher, year, edition, pages
Bingley: Emerald Group Publishing Limited, 2001. Vol. 15, no 5, 357-378 p.
Keyword [en]
Service quality, Customer satisfaction, Relationship marketing
National Category
Business Administration
Identifiers
URN: urn:nbn:se:hh:diva-26759DOI: 10.1108/EUM0000000005658OAI: oai:DiVA.org:hh-26759DiVA: diva2:755668
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
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  • modern-language-association-8th-edition
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