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A triadic network approach to service quality

Göran Svensson (Assistant Professor and Program Director, School of Management and Economics, Växjö University and School of Economics and Commercial Law, Göteborg University, Sweden)

Journal of Services Marketing

ISSN: 0887-6045

Article publication date: 1 April 2002

2009

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.

Keywords

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

Publisher

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MCB UP Ltd

Copyright © 2002, MCB UP Limited

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