How service evaluations are influenced by the complexity of the service delivery process has not been adequately studied. Therefore, this study investigates three types of service processes: a hotel stay, a day conference and a restaurant visit, which represent different levels of complexity. Cumulative satisfaction was measured for each service attribute and their subattributes along the path of the service process. In addition, overall satisfaction, service quality, disconfirmation of expectations and likelihood to recommend and return were measured after completion of the service delivery. Both similar and dissimilar patterns of overall and cumulative evaluations were found across the three processes. In terms of the relative importance of process attributes and subattributes, both common and core attributes across the three processes exhibited similar importances.
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1 March 1998
This article was originally published in
International Journal of Service Industry Management
Research Article|
March 01 1998
A comparison of service delivery processes of different complexity Available to Purchase
Peter J. Danaher;
Peter J. Danaher
Department of Marketing, University of Auckland, Auckland, New Zealand
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Jan Mattsson
Jan Mattsson
Department of Social Sciences, Roskilde University, Roskilde, Denmark
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Publisher: Emerald Publishing
Online ISSN: 1758-6704
Print ISSN: 0956-4233
© MCB UP Limited
1998
International Journal of Service Industry Management (1998) 9 (1): 48–63.
Citation
Danaher PJ, Mattsson J (1998), "A comparison of service delivery processes of different complexity". International Journal of Service Industry Management, Vol. 9 No. 1 pp. 48–63, doi: https://doi.org/10.1108/09564239810199941
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