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A triadic network approach to service quality

Svensson, Göran - In: Journal of Services Marketing 16 (2002) 2, pp. 158-179

The unidirectional measurement and evaluation of the service quality in a specific service encounter is not enough to understand the existing service quality between two actors in a dyadic service encounter. Furthermore, a bi‐directional approach may not always be sufficient to understand the...

Persistent link: https://www.econbiz.de/10014904933

Teleological approaches from complexity sciences in services : Framework, illustration and proposition

Svensson, Göran; Padin, Carmen - In: International Journal of Quality and Service Sciences 4 (2012) 3, pp. 224-237

Purpose – The purpose of this paper is to describe and apply teleological approaches from complexity sciences in services. Design/methodology/approach – The performance of service encounters and the outcome of service quality are dependent upon complex and dynamic interactions between...

Persistent link: https://www.econbiz.de/10014802494

Antecedents of economic and non-economic satisfaction in a franchise context

Constantaras, Margaret Theresé; Mostert, Pierre; … - In: International journal of enterprise network management … 16 (2025) 1, pp. 88-107

Persistent link: https://www.econbiz.de/10015326153

Service quality and turnover intentions as perceived by employees : antecedents and consequences

Slåtten, Terje; Svensson, Göran; Sværi, Sander - In: Personnel review : a professional journal reporting new … 40 (2011) 2, pp. 205-221

Persistent link: https://www.econbiz.de/10008991848

Perceived justice in South African airline and hospital industries : measurement model

DeMeyer, Christine F.; Petzer, Daniel J.; Svari, Sander; … - In: International journal of quality and service sciences 5 (2013) 2, pp. 120-139

Persistent link: https://www.econbiz.de/10009768462

Teleological approaches from complexity sciences in services : framework, illustration and proposition

Svensson, Göran; Padin, Carmen - In: International journal of quality and service sciences 4 (2012) 3, pp. 224-237

Persistent link: https://www.econbiz.de/10009655258

A SOS construct of negative emotions in customers' service experience (CSE) and service recovery by firms (SRF)

Svari, Sander; Slåtten, Terje; Svensson, Göran; … - In: The journal of services marketing 25 (2011) 5, pp. 323-335

Persistent link: https://www.econbiz.de/10009272255

A DIP-construct of perceived justice in negative service encounters and complaint handling in the Norwegian tourism industry

Svari, Sander; Svensson, Göran; Slåtten, Terje; … - In: Managing service quality : MSQ ; an international journal 20 (2010) 1, pp. 26-45

Persistent link: https://www.econbiz.de/10003940603

New aspects of research to assess and manage critical incidents in service encounters : teleological actions, interactive interface and perceptual gaps

Padin, Carmen; Svensson, Göran; Otero-Neira, Carmen; … - In: International journal of contemporary hospitality management 27 (2015) 1, pp. 27-51

Persistent link: https://www.econbiz.de/10010516547

Validity and reliability of satisfaction as a mediator between quality constructs in manufacturer-supplier relationships through time and across contexts

Padin, Carmen; Ferro, Carlos; Svensson, Göran - In: Journal of business-to-business marketing 24 (2017) 1, pp. 1-17

Persistent link: https://www.econbiz.de/10011674235