Service quality versus service experience: An empirical examination of the consequential effects in B2B services
Nguồn: Industrial Marketing Management
Subhadip Roy, S. Sreejesh, Sandhya Bhatia, (2017).
Abstract
The present study investigates the role of service experience in B2B services vis-a-vis service quality. In particular, the study addresses the question: how do the relative effects of service quality versus service experience in a B2B setting infl uence the immediate (satisfaction and perceived value) and subsequent customer outcomes (loyalty and word of mouth)? To this end, three surveys were conducted (with a combined sample size of 626) of customers of financial consultancy services. The collected data is subjected to factor analysis and structural equation modeling to test the study hypotheses. Major findings indicate a stronger influence of service experience on satisfaction and perceived value as compared to service quality. Results also show a stronger indirect effect of service experience on loyalty and word of mouth (via satisfaction) compared to service quality. In addition, service experience was found to in fluence both perceived utilitarian and hedonic value derived from service while service quality was found to infl uence only utilitarian value. The findings underline the importance of service experience in a B2B setup.
Keywords: Service experience, Service quality, Satisfaction, Loyalty, Perceived value, Structural equation modeling.
Link tải file đầy đủ: Service quality versus service experience: An empirical examination of the consequential effects in B2B services
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