Empirical Evidence of Service Quality in Group Encounters
Type of content
Conference Contributions - Other
UC permalink
Publisher's DOI/URI
Thesis discipline
Degree name
Publisher
University of Canterbury. Management
Journal Title
Journal ISSN
Volume Title
Language
Date
2010
Authors
Finsterwalder, J.
Kuppelwieser, V.G.
Tuzovic, S.
Abstract
In this paper we empirically test a service quality model designed for a customer group experience. Drawing on a sample of 235 customers who have experienced a group service encounter we show how a customer’s individual effort as well as the contribution of the other group members (“other customers”), can influence perceived service quality.
Description
Citation
Finsterwalder, J., Kuppelwieser, V.G., Tuzovic, S. (2010) Empirical Evidence of Service Quality in Group Encounters. Pointes Aux Piments, Mauritius: International Research Symposium in Service Management – Service Imperatives in the New Economy, 24-27 Aug 2010.
Keywords
customer groups, co-creation, contribution, service encounter, service quality
Ngā upoko tukutuku/Māori subject headings
ANZSRC fields of research
Field of Research::15 - Commerce, Management, Tourism and Services::1505 - Marketing::150503 - Marketing Management (incl. Strategy and Customer Relations)