Situational influences on service quality evaluations
Abstract
Purpose
This study seeks to illustrate empirically how person‐situation variants influence customer assessments of service quality across multiple stages in the service drama.
Design/methodology/approach
Using surveys that were systematically distributed to 3,000 passengers boarding 30 different flights (with 432 complete responses), the effects of consumption motive (hedonic versus utilitarian) and service duration (shorter versus longer service encounters) were examined in relationship to perceived time pressure within a multiple‐sequence service encounter.
Findings
The results indicate that the consumption motives (utilitarian‐hedonic) of passengers do influence perceptions of service quality, as well as altering perceived time pressure resulting from service delays. Also, the length of the service duration moderates the negative effects of time pressure on perceived service quality.
Research limitations/implications
Extrapolating the findings from this research to other service industries should be done with care given that consumption motives and perceived time pressures may vary greatly across different service industries.
Practical implications
This study suggests that managers must develop systemic solutions to service delays during early stages of the encounter as such delays may prompt a “domino effect” that transcends all subsequent stages in the service encounter. Service encounters that are longer in duration may also be more susceptible to critical service evaluations if these delays are not rectified.
Originality/value
This study demonstrates the critical issue of measuring service quality during each successive stage of a service encounter.
Keywords
Citation
Strombeck, S.D. and Wakefield, K.L. (2008), "Situational influences on service quality evaluations", Journal of Services Marketing, Vol. 22 No. 5, pp. 409-419. https://doi.org/10.1108/08876040810889175
Publisher
:Emerald Group Publishing Limited
Copyright © 2008, Emerald Group Publishing Limited