Access the full text.
Sign up today, get DeepDyve free for 14 days.
Michael Dixon, Rohit Verma (2013)
Sequence effects in service bundles: Implications for service design and schedulingQuality Engineering, 59
H. Akkermans, C. Voss (2013)
The service bullwhip effectInternational Journal of Operations & Production Management, 33
(2012)
A case based approach for modelling process elements and overall service quality perception
Elison Lim, S. Ang (2008)
Hedonic vs. utilitarian consumption: A cross-cultural perspective based on cultural conditioningJournal of Business Research, 61
Josip Mikulić, D. Prebezac (2008)
Prioritizing improvement of service attributes using impact range‐performance analysis and impact‐asymmetry analysisManaging Service Quality, 18
P. Verhoef, G. Antonides, Arnoud Hoog (2004)
Service Encounters as a Sequence of EventsJournal of Service Research, 7
J. Sulek, A. Marucheck, M. Lind (2006)
Measuring performance in multi-stage service operations: An application of cause selecting control chartsJournal of Operations Management, 24
I. Alam, C. Perry (2002)
A customer‐oriented new service development processJournal of Services Marketing, 16
E. Arnould, Linda Price (1993)
River Magic: Extraordinary Experience and the Extended Service EncounterJournal of Consumer Research, 20
C. Varey, D. Kahneman (1992)
Experiences extended across time: Evaluation of moments and episodesJournal of Behavioral Decision Making, 5
N. Prebensen, S. Rosengren (2016)
Experience value as a function of hedonic and utilitarian dominant servicesInternational Journal of Contemporary Hospitality Management, 28
R. Chase, S. Dasu (2001)
Want to perfect your company's service? Use behavioral science.Harvard business review, 79 6
N. Kano, N. Seraku, F. Takahashi, S. Tsuji (1984)
Attractive Quality and Must-Be QualityJOURNAL OF THE JAPANESE SOCIETY FOR QUALITY CONTROL, 14
David Hansen, P. Danaher (1999)
Inconsistent Performance during the Service EncounterJournal of Service Research, 1
R. Johnston (1995)
The determinants of service quality: satisfiers and dissatisfiersInternational Journal of Service Industry Management, 6
K. Sivakumar, Mei Li, Beibei Dong (2014)
Service Quality: The Impact of Frequency, Timing, Proximity, and Sequence of Failures and DelightsJournal of Marketing, 78
Science, 185
Jianjun Shi, Shiyu Zhou (2009)
Quality control and improvement for multistage systems: A surveyIIE Transactions, 41
L. Hamer, B. Liu, D. Sudharshan (1999)
The Effects of Intraencounter Changes in Expectations on Perceived Service Quality ModelsJournal of Service Research, 1
D. Kahneman, B. Fredrickson, Charles Schreiber, D. Redelmeier (1993)
When More Pain Is Preferred to Less: Adding a Better EndPsychological Science, 4
Josip Mikulić, D. Prebezac (2012)
Accounting for dynamics in attribute-importance and for competitor performance to enhance reliability of BPNN-based importance-performance analysisExpert Syst. Appl., 39
Ruth Bolton, Katherine Lemon, Matthew Bramlett (2006)
The Effect of Service Experiences over Time on a Supplier's Retention of Business CustomersManag. Sci., 52
D. Ariely, Z. Carmon (2000)
Gestalt characteristics of experiences: the defining features of summarized eventsJournal of Behavioral Decision Making, 13
A. Parasuraman, V. Zeithaml, L. Berry (1988)
SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality.Journal of Retailing, 64
G. Loewenstein, D. Prelec (1993)
Preferences for sequences of outcomes.Psychological Review, 100
D. Ariely, G. Zauberman (2000)
On the making of an experience: the effects of breaking and combining experiences on their overall evaluationJournal of Behavioral Decision Making, 13
Sheila Roy, I. Mukherjee (2017)
The Excellence Grid – a tool to identify attributes that drive service excellenceInternational Journal of Quality & Reliability Management, 34
D. Ariely, D. Ariely, G. Zauberman, G. Zauberman (2003)
Differential partitioning of extended experiencesOrganizational Behavior and Human Decision Processes, 91
A. Soteriou, R. Chase (1998)
Linking the customer contact model to service qualityJournal of Operations Management, 16
Graeme McLean, Alan Wilson (2015)
Evolving the online customer experience ... is there a role for online customer support?Comput. Hum. Behav., 60
J. Schouten, J. McAlexander, H. Koenig (2007)
Transcendent customer experience and brand communityJournal of the Academy of Marketing Science, 35
B. Fredrickson, D. Kahneman (1993)
Duration neglect in retrospective evaluations of affective episodes.Journal of personality and social psychology, 65 1
T. Dagger, J. Sweeney (2006)
The Effect of Service Evaluations on Behavioral Intentions and Quality of LifeJournal of Service Research, 9
D. Ariely (1998)
Combining experiences over time: the effects of duration, intensity changes and on‐line measurements on retrospective pain evaluationsJournal of Behavioral Decision Making, 11
A. Agresti, M. Kateri (1991)
Categorical Data Analysis
, 7
PurposeIn the context of sequential multistage utilitarian service processes, the purpose of this study is to develop and validate propositions to study the impact of service quality (SQ) perceptions developed in intermediate stages, along with the impact of service gestalt characteristics, such as peak and end experiences, on quality perception at each stage and on overall service quality (OSQ) perception. The cascade phenomenon (interdependency between process stages) is considered in the evaluation of OSQ perception of customer, who experiences service through a series of planned, distinct and partitioned sequential stages.Design/methodology/approachIn this paper, a conceptual framework is used to evolve the propositions. Subsequently, propositions are tested in three different utilitarian service contexts wherein customer survey was conducted for feedback on attributes at each stage, summary perception evaluations of each stage and OSQ evaluation of multistage process. Peak experiences, considered for OSQ evaluation, were defined by a suitable statistical technique. Ordinal logistic regression with nested models is the technique used for analyzing the data.FindingsThis work reveals significant cascade effect of summary evaluation of intermediate stages on the subsequent stage. Peak customer experience (negative or positive) is observed to be marginally significant on intermediate stage and OSQ evaluation. In addition, OSQ is observed to be influenced by summary perception evaluations of intermediate stages, which leads to better model adequacy. Finally, among all the stages, end stage performance is observed to have a significant impact on the overall multistage SQ.Practical implicationsThe findings suggest that in view of the cascade effect of intermediate stages, managers need to allocate resources to ensure that all stages are performing at an adequate level instead of only focusing on improving peaks and end effects of customer experiences. The proposed approach is easy to implement and suitable for evaluating SQ and OSQ in varied multistage sequential utilitarian service environment.Originality/valueAn integrated approach for evaluation of SQ in sequential multistage utilitarian service processes is proposed from the perspective of cascade effect of intermediate stages and peak and end effects on OSQ perception.
International Journal of Quality and Service Sciences – Emerald Publishing
Published: Jun 18, 2018
Read and print from thousands of top scholarly journals.
Already have an account? Log in
Bookmark this article. You can see your Bookmarks on your DeepDyve Library.
To save an article, log in first, or sign up for a DeepDyve account if you don’t already have one.
Copy and paste the desired citation format or use the link below to download a file formatted for EndNote
Access the full text.
Sign up today, get DeepDyve free for 14 days.
All DeepDyve websites use cookies to improve your online experience. They were placed on your computer when you launched this website. You can change your cookie settings through your browser.