A generic conceptual framework of interactive service quality
Managing Service Quality: An International Journal
ISSN: 0960-4529
Article publication date: 1 August 2003
Abstract
Generally, the article provides a fundament beyond the state‐of‐the‐art construct of service quality. In particular, the content is dedicated to the construct of interactive service quality in service encounters. Interactive service quality in a service encounter requires the simultaneous consideration of the service provider’s and service receiver’s perspectives. Furthermore, it also demands the consideration of both the service provider’s and the service receiver’s expectations and perceptions in a service encounter. The theoretical contribution is a generic conceptual framework of interactive service quality in service encounters consisting of the service continuum, the service cycle, and an interactivity model. The managerial contribution is a model of the invisibility dilemma of a service offer, the features of interactive service quality and an application model of interactive service quality in service encounters. Suggestions for further research are also proposed.
Keywords
Citation
Svensson, G. (2003), "A generic conceptual framework of interactive service quality", Managing Service Quality: An International Journal, Vol. 13 No. 4, pp. 267-275. https://doi.org/10.1108/09604520310484680
Publisher
:MCB UP Ltd
Copyright © 2003, MCB UP Limited