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International Journal of Service Industry Management
Emerald Article: A comparison of service delivery processes of different complexity Peter J. Danaher, Jan Mattsson

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To cite this document: Peter J. Danaher, Jan Mattsson, (1998),"A comparison of service delivery processes of different complexity", International Journal of Service Industry Management, Vol. 9 Iss: 1 pp. 48 - 63 Permanent link to this document: http://dx.doi.org/10.1108/09564239810199941 Downloaded on: 02-02-2013 References: This document contains references to 35 other documents Citations: This document has been cited by 13 other documents To copy this document: permissions@emeraldinsight.com This document has been downloaded 1519 times since 2005. *

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Peter J. Danaher, Jan Mattsson, (1998),"A comparison of service delivery processes of different complexity", International Journal of Service Industry Management, Vol. 9 Iss: 1 pp. 48 - 63 http://dx.doi.org/10.1108/09564239810199941 Peter J. Danaher, Jan Mattsson, (1998),"A comparison of service delivery processes of different complexity", International Journal of Service Industry Management, Vol. 9 Iss: 1 pp. 48 - 63 http://dx.doi.org/10.1108/09564239810199941 Peter J. Danaher, Jan Mattsson, (1998),"A comparison of service delivery processes of different complexity", International Journal of Service Industry Management, Vol. 9 Iss: 1 pp. 48 - 63 http://dx.doi.org/10.1108/09564239810199941

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IJSIM 9,1

48
Received November 1996 Revised May 1997

A comparison of service delivery processes of different complexity Peter J. Danaher
Department of Marketing, University of Auckland, Auckland, New Zealand, and

Jan Mattsson
Department of Social Sciences, Roskilde University, Roskilde, Denmark Introduction Several studies have determined that high customer satisfaction and service quality result in higher customer loyalty and willingness to recommend the firm to another person (Bolton and Drew, 1991; Boulding et al., 1993; Rust et al., 1994). As a result, managers are keen to know which service attributes are the most important, so as to concentrate their improvement efforts on the key attributes, thereby sustaining or increasing customer perceptions of quality and satisfaction. Practitioners and academics have therefore devoted increasing attention on how to measure service quality and satisfaction (Cronin and Taylor, 1992; Mattsson, 1992; Parasuraman et al., 1994; Peterson and Wilson, 1992; Zeithaml et al., 1993). Almost all customer satisfaction/service quality surveys ask respondents to evaluate the service they have just received (Rust et al., 1994), that is they evaluate the observed service delivery most recently experienced. This approach, however, is affected by the occurrence of unusual service problems. A recent stream of service research has attempted to find the...
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