The quality of bi‐directional service quality in dyadic service encounters

Abstract

Argues that the unidirectional measurement and evaluation of service quality in any specific service encounter is not enough in itself to understand the existing service quality between two actors in a dyadic service encounter. Therefore, a method is introduced for the express purpose of analysing the perceptual bi‐directionality of service quality in order to measure and evaluate the dynamics of service quality in dyadic service encounters.

Citation

Svensson, G. (2001), "The quality of bi‐directional service quality in dyadic service encounters", Journal of Services Marketing, Vol. 15 No. 5, pp. 357-378. https://doi.org/10.1108/EUM0000000005658