Factors influencing the perceptual gap between customer and service provider in customer service quality evaluation

Research output: Chapter in Book/Report/Conference proceedingConference proceeding

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.
Original languageEnglish
Title of host publicationAcademy of International Business- the Middle East and North Africa Chapter (AIB- MENA)
PublisherAIB-MENA
Publication statusPublished - 2010
EventAIB-MENA 2010 Conference - Dubai, United Arab Emirates
Duration: 10 Dec 201012 Dec 2010
Conference number: 1
https://aib.uowdubai.ac.ae/conference/aib-mena-2010-conference/

Conference

ConferenceAIB-MENA 2010 Conference
Abbreviated titleAIB-MENA
CountryUnited Arab Emirates
CityDubai
Period10/12/1012/12/10
Internet address

Fingerprint

Customer services quality
Service provider
Quality evaluation
Influencing factors
Influence factors
Congruency
Attribution
Dissimilarity
Familiarity
Adaptability
Service quality
Cultural distance
Customer service
Mood

Cite this

Akhavannasab, S. (2010). Factors influencing the perceptual gap between customer and service provider in customer service quality evaluation. In Academy of International Business- the Middle East and North Africa Chapter (AIB- MENA) AIB-MENA.

Factors influencing the perceptual gap between customer and service provider in customer service quality evaluation. / Akhavannasab, Sanam.

Academy of International Business- the Middle East and North Africa Chapter (AIB- MENA). AIB-MENA, 2010.

Research output: Chapter in Book/Report/Conference proceedingConference proceeding

Akhavannasab, S 2010, Factors influencing the perceptual gap between customer and service provider in customer service quality evaluation. in Academy of International Business- the Middle East and North Africa Chapter (AIB- MENA). AIB-MENA, AIB-MENA 2010 Conference, Dubai, United Arab Emirates, 10/12/10.
Akhavannasab S. Factors influencing the perceptual gap between customer and service provider in customer service quality evaluation. In Academy of International Business- the Middle East and North Africa Chapter (AIB- MENA). AIB-MENA. 2010
Akhavannasab, Sanam. / Factors influencing the perceptual gap between customer and service provider in customer service quality evaluation. Academy of International Business- the Middle East and North Africa Chapter (AIB- MENA). AIB-MENA, 2010.
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