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The impact of service encounter quality in service evaluation: evidence from a business-to-business context

机译：服务评估中服务遇到质量的影响：企业对企业环境中的证据

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Purpose - This paper aims to examine the impact of service encounter quality within a service evaluation model. The conceptual model seeks tornincorporate the following constructs: service encounter quality, service quality, customer satisfaction, perceived value, loyalty to the firm and loyalty tornthe employees.rnDesign/methodology/approach - A conceptual model was developed based on a comprehensive literature review. A questionnaire was developedrnwith item measures that captures the constructs in the conceptual model. A survey of business customers was undertaken, and a response rate of 18.6rnper cent was obtained. The data are analysed via confirmatory factor analysis and structural equation modelling.rnFindings - Service encounter quality is directly related to customer satisfaction and service quality perceptions, and indirectly to perceived value andrnloyalty. The paper offers insights into the specifics of business-to-business service dynamics by examining the role of service quality, satisfaction, valuernon loyalty to both employees of the firm and the firm itself. It demonstrates how firms may be able to contribute to the achievement of organisationalrnobjectives through careful and creative management of the service encounter.rnOriginality/value - Research examining the role that service encounter quality plays within service evaluation models is scarce. Moreover, mostrnservice evaluation models are operationalised within a retail customer context. The paper addresses both these shortcomings, by examining arncomprehensive service evaluation model which incorporates service encounter quality within a business-to-business context.
机译：目的-本文旨在研究服务评估模型中服务遭遇质量的影响。概念模型寻求合并以下结构：服务遇到质量，服务质量，客户满意度，感知价值，对公司的忠诚度和对员工的忠诚度。设计/方法/方法-在全面的文献综述的基础上开发了概念模型。编制了带有项目度量的问卷，以捕获概念模型中的构造。对商业客户进行了调查，获得了18.6％的回应率。数据通过验证性因素分析和结构方程建模进行分析。rn发现-服务遭遇质量与客户满意度和服务质量认知直接相关，与感知价值和忠诚度间接相关。本文通过检查服务质量，满意度，对公司员工和公司本身的忠诚度的作用，提供了企业对企业服务动态细节的见解。它证明了企业如何通过仔细和创造性地管理服务遭遇而能够为实现组织目标做出贡献。原始性/价值-缺乏研究检验服务遭遇质量在服务评估模型中的作用的研究。此外，大多数服务评估模型都在零售客户环境中运行。本文通过研究全面的服务评估模型来解决这两个缺点，该模型将企业间的服务遭遇质量纳入企业对企业的环境中。

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