Interactive service quality in service encounters: empirical illustration and models

Interactive service quality in service encounters: empirical illustration and models Although the performance of services is done at an operative level, service is an important issue for the strategic, tactical, and operative business activities of companies. This paper examines the construct of interactive service quality in service encounters. This is a complex approach that goes beyond the current exploration of the service‐quality construct. Interactive service quality requires the simultaneous consideration of the service provider's perspective and the service receiver's perspective. The study was conducted in the Swedish automotive industry and focused on the issues of interactive service quality between a vehicle manufacturer and a selection of its most important suppliers. The major contributions of the research provide an on‐the‐spot account of interactive service quality. The paper provides theoretical and managerial implications of the construct of interactive service quality in service encounters. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Managing Service Quality Emerald Publishing

Interactive service quality in service encounters: empirical illustration and models

Managing Service Quality, Volume 14 (4): 10 – Aug 1, 2004

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Publisher
Emerald Publishing
Copyright
Copyright © 2004 Emerald Group Publishing Limited. All rights reserved.
ISSN
0960-4529
DOI
10.1108/09604520410546815
Publisher site
See Article on Publisher Site

Abstract

Although the performance of services is done at an operative level, service is an important issue for the strategic, tactical, and operative business activities of companies. This paper examines the construct of interactive service quality in service encounters. This is a complex approach that goes beyond the current exploration of the service‐quality construct. Interactive service quality requires the simultaneous consideration of the service provider's perspective and the service receiver's perspective. The study was conducted in the Swedish automotive industry and focused on the issues of interactive service quality between a vehicle manufacturer and a selection of its most important suppliers. The major contributions of the research provide an on‐the‐spot account of interactive service quality. The paper provides theoretical and managerial implications of the construct of interactive service quality in service encounters.

Journal

Managing Service QualityEmerald Publishing

Published: Aug 1, 2004

Keywords: Quality; Service operations; Automotive industry; Sweden

References

  • Measuring physical distribution service quality
    Bienstock, C.C.; Mentzer, J.T.; Bird, M.M.
  • The development and emergence of services marketing thought
    Brown, S.W.; Fisk, R.P.; Bitner, M.J.
  • INTSERVQUAL – an internal adaptation of the GAP model in large service organisation
    Frost, F.A.; Kumar, M.
  • Managing relationship quality
    Strandvik, T.; Storbacka, K.
  • The quality of bi‐directional service quality in dyadic service encounters
    Svensson, G.
  • The direction of change in multi‐item measures of service quality
    Svensson, G.
  • A triadic network approach to service quality
    Svensson, G.

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