A customized construct of sequential service quality in service encounter chains: time, context, and performance threshold

Abstract

Studies of the construct of service quality have traditionally been undertaken from the perspective of the service receiver. More recently, research has focused on both the service provider's perspective and the service receiver's perspective. In addition, there have also been some triadic network approaches to the study of service quality. However, there has been very little research into sequential service quality in service‐encounter chains (that is, consecutive service performances in a series of service encounters). The incorporation of connected service encounters in services management can improve understanding of sequential service quality in service‐encounter chains. This paper provides a customized construct of sequential service quality and highlights the importance of time, context, and performance threshold in service‐encounter chains. Furthermore, the paper presents a generic five‐phase performance process, and a customized six‐dimensional construct of sequential service quality.

Citation

Svensson, G. (2004), "A customized construct of sequential service quality in service encounter chains: time, context, and performance threshold", Managing Service Quality: An International Journal, Vol. 14 No. 6, pp. 468-475. https://doi.org/10.1108/09604520410569801