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The effect of standardization and customization on service satisfaction · Study

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ArticleThe effect of standardization and customization on service satisfaction

Guangping Wang2010

Article2010

The effect of standardization and customization on service satisfaction

Guangping Wang · Jianling Wang · Xiaoqin Ma · Robin G. Qiu

66 citations·0/0 files stored·Journal of Service Science

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Customer Service Quality and Loyalty Service and Product Innovation Product Development and Customization

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References

1981Evaluating Structural Equation Models with Unobservable Variables and Measurement Error 2003Common method biases in behavioral research: A critical review of the literature and recommended remedies.1985A Conceptual Model of Service Quality and Its Implications for Future Research 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality 1991The fifth discipline, the art and practice of the learning organization 1991Scale Development : Theory and Applications 1980A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions 1996The Behavioral Consequences of Service Quality

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Year2010

Typearticle

Published2010-06-01

VenueJournal of Service Science

ISSN-L2005-3274

Languageen

Citations66

Files0 public / 0

ShelfCustomer Service Quality and Loyalty

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doi10.1007/s12927-010-0001-3

openalex_workW2053448757

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Standardized vs. customized firm-initiated interactions: Their effect on customer gratitude and performance in a B2B context

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