Outcomes of service encounter quality in a business-to-business context

Chanaka Jayawardhena; Anne L. Souchon; Andrew M. Farrell; Kate Glanville

doi:10.1016/j.indmarman.2006.02.012

Outcomes of service encounter quality in a business-to-business context

Chanaka Jayawardhena, Anne L. Souchon, Andrew M. Farrell, Kate Glanville

Marketing & Strategy

Research output: Contribution to journal › Article › peer-review

Abstract

Service encounter quality is an area of growing interest to researchers and managers alike, yet little is known about the effects of face-to-face service encounter quality within a business-to-business setting. In this paper, a psychometrically sound measure of such service encounter quality is proposed, and consequences of this construct are empirically assessed. Both a literature review and a dyadic in-depth interview approach were used to develop a conceptual framework and a pool of items to capture service encounter quality. A mail survey of customers was undertaken, and a response rate of 36% was obtained. Data analysis was conducted via confirmatory factor analysis and structural equation modeling. Findings reveal a four-factor structure of service encounter quality, encompassing professionalism, civility, friendliness and competence dimensions. Service encounter quality was found to be directly related to customer satisfaction and service quality perceptions, and indirectly to loyalty. The importance of these findings for practitioners and for future research on service encounter quality is discussed.

Original language	English
Pages (from-to)	575-588
Number of pages	14
Journal	Industrial Marketing Management
Volume	36
Issue number	5
DOIs	https://doi.org/10.1016/j.indmarman.2006.02.012
Publication status	Published - Jul 2007

Bibliographical note

NOTICE: this is the author’s version of a work that was accepted for publication in Industrial Marketing Management. Changes resulting from the publishing process, such as peer review, editing, corrections, structural formatting, and other quality control mechanisms may not be reflected in this document. Changes may have been made to this work since it was submitted for publication. A definitive version was subsequently published in Jayawardhena, Chanaka; Souchon, Anne L.; Farrell, Andrew M. and Glanville, Kate (2007). Outcomes of service encounter quality in a business-to-business context. Industrial Marketing Management, 36 (5), pp. 575-588. DOI 10.1016/j.indmarman.2006.02.012

Keywords

service encounter quality
customer satisfaction
service quality
loyalty
business-to-business
professional services

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10.1016/j.indmarman.2006.02.012

Outcomes of service encounter quality in a business-to-business context
NOTICE: this is the author’s version of a work that was accepted for publication in Industrial Marketing Management. Changes resulting from the publishing process, such as peer review, editing, corrections, structural formatting, and other quality control mechanisms may not be reflected in this document. Changes may have been made to this work since it was submitted for publication. A definitive version was subsequently published in Jayawardhena, Chanaka; Souchon, Anne L.; Farrell, Andrew M. and Glanville, Kate (2007). Outcomes of service encounter quality in a business-to-business context. Industrial Marketing Management, 36 (5), pp. 575-588. DOI 10.1016/j.indmarman.2006.02.012

Cite this

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title = "Outcomes of service encounter quality in a business-to-business context",

abstract = "Service encounter quality is an area of growing interest to researchers and managers alike, yet little is known about the effects of face-to-face service encounter quality within a business-to-business setting. In this paper, a psychometrically sound measure of such service encounter quality is proposed, and consequences of this construct are empirically assessed. Both a literature review and a dyadic in-depth interview approach were used to develop a conceptual framework and a pool of items to capture service encounter quality. A mail survey of customers was undertaken, and a response rate of 36% was obtained. Data analysis was conducted via confirmatory factor analysis and structural equation modeling. Findings reveal a four-factor structure of service encounter quality, encompassing professionalism, civility, friendliness and competence dimensions. Service encounter quality was found to be directly related to customer satisfaction and service quality perceptions, and indirectly to loyalty. The importance of these findings for practitioners and for future research on service encounter quality is discussed.",

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author = "Chanaka Jayawardhena and Souchon, {Anne L.} and Farrell, {Andrew M.} and Kate Glanville",

note = "NOTICE: this is the author{\textquoteright}s version of a work that was accepted for publication in Industrial Marketing Management. Changes resulting from the publishing process, such as peer review, editing, corrections, structural formatting, and other quality control mechanisms may not be reflected in this document. Changes may have been made to this work since it was submitted for publication. A definitive version was subsequently published in Jayawardhena, Chanaka; Souchon, Anne L.; Farrell, Andrew M. and Glanville, Kate (2007). Outcomes of service encounter quality in a business-to-business context. Industrial Marketing Management, 36 (5), pp. 575-588. DOI 10.1016/j.indmarman.2006.02.012",

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AU - Souchon, Anne L.

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N1 - NOTICE: this is the author’s version of a work that was accepted for publication in Industrial Marketing Management. Changes resulting from the publishing process, such as peer review, editing, corrections, structural formatting, and other quality control mechanisms may not be reflected in this document. Changes may have been made to this work since it was submitted for publication. A definitive version was subsequently published in Jayawardhena, Chanaka; Souchon, Anne L.; Farrell, Andrew M. and Glanville, Kate (2007). Outcomes of service encounter quality in a business-to-business context. Industrial Marketing Management, 36 (5), pp. 575-588. DOI 10.1016/j.indmarman.2006.02.012

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N2 - Service encounter quality is an area of growing interest to researchers and managers alike, yet little is known about the effects of face-to-face service encounter quality within a business-to-business setting. In this paper, a psychometrically sound measure of such service encounter quality is proposed, and consequences of this construct are empirically assessed. Both a literature review and a dyadic in-depth interview approach were used to develop a conceptual framework and a pool of items to capture service encounter quality. A mail survey of customers was undertaken, and a response rate of 36% was obtained. Data analysis was conducted via confirmatory factor analysis and structural equation modeling. Findings reveal a four-factor structure of service encounter quality, encompassing professionalism, civility, friendliness and competence dimensions. Service encounter quality was found to be directly related to customer satisfaction and service quality perceptions, and indirectly to loyalty. The importance of these findings for practitioners and for future research on service encounter quality is discussed.

AB - Service encounter quality is an area of growing interest to researchers and managers alike, yet little is known about the effects of face-to-face service encounter quality within a business-to-business setting. In this paper, a psychometrically sound measure of such service encounter quality is proposed, and consequences of this construct are empirically assessed. Both a literature review and a dyadic in-depth interview approach were used to develop a conceptual framework and a pool of items to capture service encounter quality. A mail survey of customers was undertaken, and a response rate of 36% was obtained. Data analysis was conducted via confirmatory factor analysis and structural equation modeling. Findings reveal a four-factor structure of service encounter quality, encompassing professionalism, civility, friendliness and competence dimensions. Service encounter quality was found to be directly related to customer satisfaction and service quality perceptions, and indirectly to loyalty. The importance of these findings for practitioners and for future research on service encounter quality is discussed.

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Outcomes of service encounter quality in a business-to-business context

Abstract

Bibliographical note

Keywords

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