Conference paper
Service Quality Dimensionality: Exploring a High-Involvement, On-Going Service Context
Proceedings of the 2002 Australian and New Zealand Marketing Academy Conference, pp.1981-1987
Australian & New Zealand Marketing Academy Conference (ANZMAC), 2002 (Melbourne, Australia, 02-Dec-2002–04-Dec-2002)
Australian and New Zealand Marketing Academy (ANZMAC)
2002
Abstract
Despite increased interest in service quality research the dimensionality of service quality remains elusive for many service contexts. This paper begins to address this gap by exploring the dimensionality of service quality within a complex, high involvement, on-going service environment. The results of this study suggest that service quality may be conceptualised as multidimensional and hierarchical. Service quality is found to comprise four primary dimensions: interpersonal quality, technical quality, physical environment quality and supplementary quality. In turn ten sub-dimensions define these four primary dimensions. These findings have important implications for progressing service quality theory and improving service quality in practice.
Details
- Title
- Service Quality Dimensionality: Exploring a High-Involvement, On-Going Service Context
- Authors
- Tracey S Dagger (Author) - University of the Sunshine Coast - Faculty of BusinessJ C Sweeney (Author) - University of Western Australia
- Contributors
- R N Shaw (Editor)S Adam (Editor)H McDonald (Editor)
- Publication details
- Proceedings of the 2002 Australian and New Zealand Marketing Academy Conference, pp.1981-1987
- Conference details
- Australian & New Zealand Marketing Academy Conference (ANZMAC), 2002 (Melbourne, Australia, 02-Dec-2002–04-Dec-2002)
- Publisher
- Australian and New Zealand Marketing Academy (ANZMAC)
- Date published
- 2002
- ISBN
- 0730025624
- Copyright note
- Copyright © 2002 The Authors. Reproduced with permission of the authors.
- Organisation Unit
- University of the Sunshine Coast, Queensland
- Language
- English
- Record Identifier
- 99448611602621
- Output Type
- Conference paper
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