Electronic Resource
Bradford
:
Emerald
The @journal of services marketing
16 (2002), S. 88-103
ISSN:
0887-6045
Source:
Emerald Fulltext Archive Database 1994-2005
Topics:
Economics
Notes:
Many types of services involve a sequence in which customers choose a service provider followed by selection of service specifications, that is selecting when and how the service will be performed. Specifications selection can be dominated by the provider, the customer or the customer and provider can jointly select specifications. Customer satisfaction results if specifications selection meets customer expectations of the provider-customer role. Specifications selection unfolds as a process where information is exchanged between the customer and provider and the provider can be more or less customer oriented. Effective information exchange and a strong customer orientation by the provider contribute to customer satisfaction. Customers make attributions of provider or customer responsibility for specifications selection depending on the type of specifications selection that occurs and provider provision of specifications information. Customers who attribute specification selection to their decisions assume responsibility for the specifications selected.
Type of Medium:
Electronic Resource
URL:
http://dx.doi.org/10.1108/08876040210419433
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