A triadic network approach to service quality

Abstract

The unidirectional measurement and evaluation of the service quality in a specific service encounter is not enough to understand the existing service quality between two actors in a dyadic service encounter. Furthermore, a bi‐directional approach may not always be sufficient to understand the service quality in a specific service encounter. The incorporation of a third actor may improve the understanding of service quality in dyadic service encounters. Therefore, a method is applied to analyze the dynamics of service quality in triadic business networks.

Citation

Svensson, G. (2002), "A triadic network approach to service quality", Journal of Services Marketing, Vol. 16 No. 2, pp. 158-179. https://doi.org/10.1108/08876040210422691