Skip to main content
SpringerLink
Log in

Dynamic Perspective of Service Experience: A Review of the Literature

  • Conference paper
  • First Online:
Proceedings of the 2008 Academy of Marketing Science (AMS) Annual Conference

  • 89 Accesses

Abstract

This paper employs a path model to investigate the variation in how service quality is experienced by consumers. Effectively, this approach acknowledges that different consumers hold different meaning for similar service quality experiences. While prior research has examined the relationship between service quality from a static and episode perspective, the present study examines those relationships from a dynamic perspective. Consequently, the main objective of this paper is to examine the impact and evaluation of various attributes in the overall perception of service quality across customers with varying consumption relationship with the service firm. The second objective of the study is to explore the relationship between overall quality perceptions, customer satisfaction and service loyalty in the time-based perspective.

This is a preview of subscription content, log in via an institution to check access.

Access this chapter

Log in via an institution
Chapter
USD 29.95
Price excludes VAT (USA)
  • Available as PDF
  • Read on any device
  • Instant download
  • Own it forever
eBook
USD 84.99
Price excludes VAT (USA)
  • Available as PDF
  • Read on any device
  • Instant download
  • Own it forever
Softcover Book
USD 109.99
Price excludes VAT (USA)
  • Compact, lightweight edition
  • Dispatched in 3 to 5 business days
  • Free shipping worldwide - see info
Hardcover Book
USD 109.99
Price excludes VAT (USA)
  • Durable hardcover edition
  • Dispatched in 3 to 5 business days
  • Free shipping worldwide - see info

Tax calculation will be finalised at checkout

Purchases are for personal use only

Institutional subscriptions

Preview

Unable to display preview. Download preview PDF.

Unable to display preview. Download preview PDF.

References

  • Anderson, E. W. & Mittal, V. 2000. “Strengthening the satisfaction-profit chain.” Journal of Service Research 3(2): 107–120

    Article  Google Scholar 

  • Arnthorsson, A., Berry, W and Urbany, J.E. 1991. “Difficulty of Prepurchase Quality Inspection: Conceptualization and Measurement.” Advances in Consumer Research 18:.217–224

    Google Scholar 

  • Boulding, W, Kalra, A, Staelin, R. and Zeithaml, V. 1993. “A dynamic process model of service quality: expectations to behavioral intentions.” Journal of Marketing Research 30: 7–27.

    Article  Google Scholar 

  • Darby, Michael R., and Edi Karni. 1973. “Free Competition and the Optimal Amount of Fraud.” The Journal of Law and Economics 16:67–88

    Article  Google Scholar 

  • Dick, A.S. and Basu, K. 1994. “Customer loyalty: toward an integrated conceptual framework.” Journal of the Academy of Marketing Science 22(2): 99–113

    Article  Google Scholar 

  • Graeff, T.R. 1997. “Comprehending product attributes and benefits: the role of product knowledge and means-end chain inferences.” Psychology & Marketing 14(2): 163–83

    Article  Google Scholar 

  • Grönroos, C. 1993. “Toward a third phase in service quality research: Challenges and future directions.” Advances in Services Marketing and Management 2: 49–64.

    Google Scholar 

  • Hsee, C. K. 1996. “The evaluability hypothesis: An explanation for preference reversals between joint and separate evaluations of alternatives.” Organizational Behavior and Human Decision Processes 67: 247–257

    Article  Google Scholar 

  • Hoch, S.J. and Deighton, J. 1989. “Managing what consumers learn from experience.” Journal of Marketing 53(April): 1–20

    Article  Google Scholar 

  • Homburg, Christian, Nicole Koschate and Wayne D. Hoyer. 2006. “The Role of Cognition and Affect in the Formation of Customer Satisfaction: A Dynamic Perspective.” Journal of Marketing 70: 21–31

    Article  Google Scholar 

  • Kaas, K.P and Busch, A. 1996. “Inspektions-, Erfahrungs- und Vertrauenseigenschaften von Produkten.” Marketing ZFP, 18(4): 243 – 252.

    Google Scholar 

  • Kano, N. 1984. “Attractive quality and must-be quality.” The Journal of the Japanese Society for Quality Control April: 39–48

    Google Scholar 

  • Lages, Luis Filipe & David B. Montgomery. 2004. “Export Performance as an antecedent of export commitment and marketing strategy adaptation.” European Journal of Marketing 38(9/10): 1186–1214

    Article  Google Scholar 

  • Liljander, V. and Strandvik, T. 1995. “The nature of customer relationships in services”, in Swartz, T., Bowen, D., Brown, S. (Eds), Advances in Services Marketing and Management JAI Press London.

    Google Scholar 

  • Lovelock, C.H. and Wright, L. 1999. “Principles of Service Management and Marketing.” Prentice Hall, Englewood Cliffs: NJ

    Google Scholar 

  • Mitchell, A.A. and Dacin, P.A. 1996. “The assessment of alternative measures of consumer expertise.” Journal of Consumer Research 23: 219–39

    Article  Google Scholar 

  • Mittal, V, Katrichis, J.M, Forkin, F and Konkel, M. 1993. “Does satisfaction with multi-attribute products vary over time? A performance based approach.” in Allen, C.T., John, D.R (Eds),Advances in Consumer Research, Association for Consumer Research, Ann Arbor, MI, 21: 412–17

    Google Scholar 

  • Nelson, Phillip. 1970. “Information and Consumer Behavior.” Journal of Political Economy 78(2): 311–29

    Article  Google Scholar 

  • Oliver, R. L. 1980. “A Cognitive Model of the Antecedence and Consequences of Satisfaction Decisions.” Journal of Marketing Research 17(September): 46–49

    Google Scholar 

  • Parasuraman, A., Zeithaml, V. A. and Malhotra, A. 2005. “E-S-QUAL a multiple-item scale for assessing electronic service quality.” Journal of Service Research 7: 213–233

    Article  Google Scholar 

  • Park, C. W. and Lessig, V. 1981. “The Construct of Familiarity and Its Impact upon Consumer Decision Process: Cognitive Biases and Heuristics.” Journal of Consumer Research 8(September): 223–230

    Article  Google Scholar 

  • Schembri, S. and Sandberg, J. 2002, “Service quality and the consumers’ experience: Towards an interpretive approach.” Marketing Theory 2 (2): 189–205

    Article  Google Scholar 

  • Shanteau, J. 1992. “The psychology of experts: An alternative view.” In G. Wright & F. Bolger (Eds.), Expertise and decision support. NY: Plenum Press

    Google Scholar 

  • Sichtmann Christina. 2007. “Buyer-Seller Relationships and the Economics of Information,” Journal of Business Market Management 1(1): 59–78

    Article  Google Scholar 

  • Smith, R.E. and Swinyard, W.R. 1983. “Attitude- behavior consistency, the impact of product trial versus advertising.” Journal of Marketing Research 20: 257 – 67

    Article  Google Scholar 

  • Stigler, George J. 1961. “The Economics of Information.” Journal of Political Economy 69(3): 213–225

    Article  Google Scholar 

  • Teas, R. K. 1993. “Expectations, performance evaluation and consumer’s perception of quality.” Journal of Marketing, 57(4): 18– 34.

    Article  Google Scholar 

  • Woodruff. 1997. “Customer Value: The Next Source for Competitive Advantage.” Journal of the Academy of Marketing Science 25(2):139–153

    Article  Google Scholar 

Download references

Author information

Authors and Affiliations

  1. Houston, USA

    Makam Balaji

Authors
  1. Makam Balaji
    View author publications

    You can also search for this author in PubMed Google Scholar

Editor information

Editors and Affiliations

  1. University of Houston-Clear Lake, Houston, Texas, USA

    Leroy Robinson, Jr.

Rights and permissions

Reprints and permissions

Copyright information

© 2015 Academy of Marketing Science

About this paper

Cite this paper

Balaji, M. (2015). Dynamic Perspective of Service Experience: A Review of the Literature. In: Robinson, Jr., L. (eds) Proceedings of the 2008 Academy of Marketing Science (AMS) Annual Conference. Developments in Marketing Science: Proceedings of the Academy of Marketing Science. Springer, Cham. https://doi.org/10.1007/978-3-319-10963-3_5

Download citation

Publish with us

Policies and ethics

Search

Navigation