Abstract
The research aims to explore antecedents of the perceptual gap between
customer and service provider in customer service quality evaluation; according to the literature, lack of inter-role congruency and dissimilarity in the attribution process between customer and service provider are important factors that influence this perceptual gap. This conceptual paper explores that service provider adaptability, perceived cultural distance; customer service familiarity, customer mood and atmospheric cues (e.g. Atmospheric 16 organization) are antecedents of the perceptual gap between customer and service provider in service quality evaluation.
customer and service provider in customer service quality evaluation; according to the literature, lack of inter-role congruency and dissimilarity in the attribution process between customer and service provider are important factors that influence this perceptual gap. This conceptual paper explores that service provider adaptability, perceived cultural distance; customer service familiarity, customer mood and atmospheric cues (e.g. Atmospheric 16 organization) are antecedents of the perceptual gap between customer and service provider in service quality evaluation.
| Original language | English |
|---|---|
| Title of host publication | Academy of International Business- the Middle East and North Africa Chapter (AIB- MENA) |
| Publisher | AIB-MENA |
| Publication status | Published - 2010 |
| Event | AIB-MENA 2010 Conference - Dubai, United Arab Emirates Duration: 10 Dec 2010 → 12 Dec 2010 Conference number: 1 https://aib.uowdubai.ac.ae/conference/aib-mena-2010-conference/ |
Conference
| Conference | AIB-MENA 2010 Conference |
|---|---|
| Abbreviated title | AIB-MENA |
| Country/Territory | United Arab Emirates |
| City | Dubai |
| Period | 10/12/10 → 12/12/10 |
| Internet address |