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Outcomes of service encounter quality in a business-to-business context

Outcomes of service encounter quality in a business-to-business context
Outcomes of service encounter quality in a business-to-business context
Service encounter quality is an area of growing interest to researchers and managers alike, yet little is known about the effects of face-to-face service encounter quality within a business-to-business setting. In this paper, a psychometrically sound measure of such service encounter quality is proposed, and consequences of this construct are empirically assessed. Both a literature review and a dyadic in-depth interview approach were used to develop a conceptual framework and a pool of items to capture service encounter quality. A mail survey of customers was undertaken, and a response rate of 36% was obtained. Data analysis was conducted via confirmatory factor analysis and structural equation modeling. Findings reveal a four-factor structure of service encounter quality, encompassing professionalism, civility, friendliness and competence dimensions. Service encounter quality was found to be directly related to customer satisfaction and service quality perceptions, and indirectly to loyalty. The importance of these findings for practitioners and for future research on service encounter quality is discussed
0019-8501
575-588
Jayawardhena, Chanaka
4784a35a-cbc4-47df-ad75-2bf654463b76
Souchon, Anne L.
4120c264-acc0-438b-982e-976330b3743c
Farrell, Andrew
9e84f894-53b6-4025-8038-4890e1f1548a
Glanville, Kate
3707a9de-9a8c-4bea-ba60-96d9aae3761b
Jayawardhena, Chanaka
4784a35a-cbc4-47df-ad75-2bf654463b76
Souchon, Anne L.
4120c264-acc0-438b-982e-976330b3743c
Farrell, Andrew
9e84f894-53b6-4025-8038-4890e1f1548a
Glanville, Kate
3707a9de-9a8c-4bea-ba60-96d9aae3761b

Jayawardhena, Chanaka, Souchon, Anne L., Farrell, Andrew and Glanville, Kate (2007) Outcomes of service encounter quality in a business-to-business context Industrial Marketing Management, 36, (5), pp. 575-588. (doi:10.1016/j.indmarman.2006.02.012).

Record type: Article

Abstract

Service encounter quality is an area of growing interest to researchers and managers alike, yet little is known about the effects of face-to-face service encounter quality within a business-to-business setting. In this paper, a psychometrically sound measure of such service encounter quality is proposed, and consequences of this construct are empirically assessed. Both a literature review and a dyadic in-depth interview approach were used to develop a conceptual framework and a pool of items to capture service encounter quality. A mail survey of customers was undertaken, and a response rate of 36% was obtained. Data analysis was conducted via confirmatory factor analysis and structural equation modeling. Findings reveal a four-factor structure of service encounter quality, encompassing professionalism, civility, friendliness and competence dimensions. Service encounter quality was found to be directly related to customer satisfaction and service quality perceptions, and indirectly to loyalty. The importance of these findings for practitioners and for future research on service encounter quality is discussed

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Published date: July 2007
Organisations: Southampton Business School

Identifiers

Local EPrints ID: 403760
URI: http://eprints.soton.ac.uk/id/eprint/403760
ISSN: 0019-8501
PURE UUID: a3e0a157-008c-49c9-9be8-de3911fb24ec
ORCID for Andrew Farrell: ORCID iD orcid.org/0000-0002-5903-3611

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Date deposited: 09 Dec 2016 14:34
Last modified: 17 Jul 2017 17:39

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Contributors

Author: Chanaka Jayawardhena
Author: Anne L. Souchon
Author: Andrew Farrell ORCID iD
Author: Kate Glanville

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