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- Publisher
- Springer Journals
- Copyright
- Copyright © 1997 by Human Sciences Press, Inc.
- Subject
- Psychology; Industrial and Organizational Psychology; Community and Environmental Psychology; Personality and Social Psychology; Business and Management, general; Social Sciences, general
- ISSN
- 0889-3268
- eISSN
- 1573-353X
- DOI
- 10.1023/A:1025061816323
- Publisher site
- See Article on Publisher Site
Abstract
As quality experts have focused primarily on manufacturing, theoretical frameworks for examining quality in the service sector are lacking. In order to fill this gap, Heider's (1958) balance theory is applied to explain how service organization, service provider, and consumer interrelationships influence service quality. Propositions are offered pertaining to: (a) how and why positive or negative relationships among the parties in this triad are developed, and (b) the consequences of these relationships on service quality, affective outcomes, and withdrawal behaviors. Examination of the “service triangle” within this framework can enhance understanding of quality service delivery and guide future research efforts in the continuous improvement domain.
Journal
Journal of Business and Psychology – Springer Journals
Published: Oct 15, 2004