Quality in group service encounters
نویسندگان
چکیده
منابع مشابه
Interactive service quality in service encounters: empirical illustration and models
Although the performance of services is done at an operative level, service is an important issue for the strategic, tactical, and operative business activities of companies. This paper examines the construct of interactive service quality in service encounters. This is a complex approach that goes beyond the current exploration of the service-quality construct. Interactive service quality requ...
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Companies in a wide variety of industries are increasingly turning to technology-based systems to serve customers. The effectiveness of such systems depends on how comfortable users feel with the systems and the quality of technology-based encounters with consumers (Parasuraman and Colby, 2001). Health care is leading the way via using telemedicine for direct patient care. However, holistic (so...
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Face-to-face interactions are a crucial part of services. However, research that investigates the dynamics of service encounters is still rare. In this study we used a theoretical framework that aligned the concept of interpersonal complementarity with Mehrabian and Russell’s (1974) three-dimensional model of affect. We hypothesized that there are positive relationships between employees’ and c...
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BACKGROUND Interaction between service provider and customer is the primary core of service businesses of different natures, and the influence of trust on service quality and customer satisfaction could not be ignored in interpersonal-based service encounters. However, lack of existing literature on the correlation between service quality, patient trust, and satisfaction from the prospect of in...
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ژورنال
عنوان ژورنال: Managing Service Quality: An International Journal
سال: 2010
ISSN: 0960-4529
DOI: 10.1108/09604521011027552