Komplexität als Determinante der Qualitätswahrnehmung von Dienstleistungen

Christian Homburg and Phoebe Kebbel
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Christian Homburg: Universität Mannheim

Schmalenbach Journal of Business Research, 2001, vol. 53, issue 5, 478-499

Abstract: Summary While a lot has been written about the perception of service quality, the majority of publications have focused on the dimensions of service quality, whereas the determinants of quality perception have not received much attention. This article investigates the effects of perceived service complexity as an important determinant of perceived quality. Based on theoretical foundations, a causal model is developed to explore the relationships between these two constructs. Evidence suggests that perceived complexity accounts for significant changes in quality perception. The second issue addressed is the effect of perceived service quality on customer loyalty; the empirical study confirms the strong link between these variables.

Keywords: M10; M30; M31; M39 (search for similar items in EconPapers)
Date: 2001
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Persistent link: https://EconPapers.repec.org/RePEc:spr:sjobre:v:53:y:2001:i:5:d:10.1007_bf03372656

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DOI: 10.1007/BF03372656

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