Evaluating Service Quality and Service Value in Manufacturer-Distributor Settings: A Systems Approach

IF 2 4区 管理学 Q3 BUSINESS
H. Kivijärvi, A. Virta
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引用次数: 3

Abstract

ABSTRACT Purpose – The purpose of this study is to examine the antecedents of service quality and customer value in a manufacturer-distributor context by elaborating the basic principles of general systems theory. Based on previous research in the field we demonstrate how an initially multidimensional and complicated phenomenon can be explained and predicted by a relatively simple research model. Methodology/approach – After the theoretical discussion, this paper develops a systemic research model for measuring service quality and customer value. The model suggests that input dimensions positively affect process dimensions, which subsequently have a positive effect on output quality. It shows the mechanisms by which factors outside the traditional service management domain impact service outcomes directly and indirectly. Quantitative empirical research was carried out in order to test the hypotheses inherent in the research model, and the data were analyzed using the partial least squares (PLS) method. Findings – Study findings support the widespread idea that perceived service quality and customer value are grounded in the quality of the service process and also on critical input factors. Considering both direct and indirect effects, it seems that the most significant driver behind the service quality and customer value is employee response followed by employee assurance. Nevertheless, it is important to note that both tangibles and visuals (visually appealing physical facilities, equipment, and appearance of personnel), as well as information items (quality and accessibility of information and communication quality), are quite strong predictors of the associated process structures. These service attributes should not be rejected when in pursuit of a comprehensive quality policy in practice. Research Implications – The chief contribution of this study to the research community is that a more definite conceptualization and explanation of the service success can be found by the general systems theory. Practical Implications – Our advice to practitioners, and above all to service management, is that they must do everything in their power to increase the level of employee responsiveness. Without ignoring other dimensions in the quality system, the soft metrics inherent in employee assurance are valued highly by customers. Originality/value – The research model reveals previously unrecognized interactions between eight constructs. Our data and the empirical tests confirm that the adopted approach explains service quality and customer value exceptionally well. In addition to the explanatory power of the proposed approach, due to the methodology chosen, it also has strong predictive power. Thus, the model can be used to predict observations for cases that are similar to the case used in the sample. Even though the specific focus of the study is on the manufacturer-distributor context, the results are applicable to service management in general.
评估服务质量和服务价值在制造商-分销商设置:一个系统的方法
摘要目的-本研究的目的是通过阐述一般系统理论的基本原则来检查制造商-分销商背景下服务质量和客户价值的前因。在前人研究的基础上,我们展示了如何用一个相对简单的研究模型来解释和预测一个最初多维的、复杂的现象。方法论/方法-在理论讨论之后,本文开发了一个测量服务质量和客户价值的系统研究模型。模型表明,输入维度正向影响过程维度,过程维度随后对输出质量产生正向影响。它展示了传统服务管理领域之外的因素直接或间接影响服务结果的机制。为了检验研究模型中固有的假设,我们进行了定量实证研究,并使用偏最小二乘(PLS)方法对数据进行了分析。研究结果-研究结果支持了一个普遍的观点,即感知服务质量和客户价值是基于服务过程的质量和关键的输入因素。考虑到直接和间接影响,服务质量和客户价值背后最重要的驱动因素似乎是员工反应,其次是员工保证。然而,重要的是要注意,有形和视觉(视觉上吸引人的物理设施、设备和人员的外观)以及信息项目(信息的质量和可访问性以及通信质量)都是相关过程结构的强有力的预测因素。在实践中追求全面的质量方针时,不应拒绝这些服务属性。研究启示-本研究对研究界的主要贡献是,可以通过一般系统理论找到服务成功的更明确的概念化和解释。实际意义-我们对从业人员,尤其是服务管理人员的建议是,他们必须尽其所能提高员工的响应水平。在不忽视质量体系中其他维度的情况下,员工保证中固有的软指标受到客户的高度重视。原创性/价值-研究模型揭示了以前未被认识到的八个结构之间的相互作用。我们的数据和实证检验证实,所采用的方法非常好地解释了服务质量和客户价值。除了提出的方法的解释力外,由于所选择的方法,它还具有很强的预测能力。因此,该模型可用于预测与样本中使用的情况相似的情况的观察结果。尽管研究的具体重点是在制造商-分销商的背景下,结果适用于一般的服务管理。
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来源期刊
CiteScore
2.20
自引率
35.70%
发文量
22
期刊介绍: The Journal of Business-to-Business Marketing® encourages diversity in approaches to business marketing theory development, research methods, and managerial problem solving. An editorial board comprised of outstanding, internationally recognized scholars and practitioners ensures that the journal maintains impeccable standards of relevance and rigorous scholarship. The Journal of Business-to-Business Marketing features: •basic and applied research that reflects current business marketing theory, methodology, and practice •articles from leading researchers covering topics of mutual interest for the business and academic communities
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