ABSTRACT

Purpose – The purpose of this study is to examine the antecedents of service quality and customer value in a manufacturer-distributor context by elaborating the basic principles of general systems theory. Based on previous research in the field we demonstrate how an initially multidimensional and complicated phenomenon can be explained and predicted by a relatively simple research model.

Methodology/approach – After the theoretical discussion, this paper develops a systemic research model for measuring service quality and customer value. The model suggests that input dimensions positively affect process dimensions, which subsequently have a positive effect on output quality. It shows the mechanisms by which factors outside the traditional service management domain impact service outcomes directly and indirectly. Quantitative empirical research was carried out in order to test the hypotheses inherent in the research model, and the data were analyzed using the partial least squares (PLS) method.

Findings – Study findings support the widespread idea that perceived service quality and customer value are grounded in the quality of the service process and also on critical input factors. Considering both direct and indirect effects, it seems that the most significant driver behind the service quality and customer value is employee response followed by employee assurance. Nevertheless, it is important to note that both tangibles and visuals (visually appealing physical facilities, equipment, and appearance of personnel), as well as information items (quality and accessibility of information and communication quality), are quite strong predictors of the associated process structures. These service attributes should not be rejected when in pursuit of a comprehensive quality policy in practice.

Research Implications – The chief contribution of this study to the research community is that a more definite conceptualization and explanation of the service success can be found by the general systems theory.

Practical Implications – Our advice to practitioners, and above all to service management, is that they must do everything in their power to increase the level of employee responsiveness. Without ignoring other dimensions in the quality system, the soft metrics inherent in employee assurance are valued highly by customers.

Originality/value – The research model reveals previously unrecognized interactions between eight constructs. Our data and the empirical tests confirm that the adopted approach explains service quality and customer value exceptionally well. In addition to the explanatory power of the proposed approach, due to the methodology chosen, it also has strong predictive power. Thus, the model can be used to predict observations for cases that are similar to the case used in the sample. Even though the specific focus of the study is on the manufacturer-distributor context, the results are applicable to service management in general.

摘要

目的–本研究的目的是通过阐述通用系统理论的基本原理，研究制造商-分销商环境中服务质量和客户价值的前提。基于该领域的先前研究，我们演示了如何通过相对简单的研究模型来解释和预测最初的多维和复杂现象。

方法论/方法–经过理论讨论后，本文建立了用于测量服务质量和客户价值的系统研究模型。该模型表明，输入尺寸会对过程尺寸产生积极影响，随后会对输出质量产生积极影响。它显示了传统服务管理领域之外的因素直接或间接影响服务结果的机制。为了验证研究模型固有的假设，进行了定量的经验研究，并使用偏最小二乘（PLS）方法对数据进行了分析。

调查结果–研究结果支持广泛的观念，即感知的服务质量和客户价值建立在服务流程的质量以及关键输入因素的基础上。考虑到直接和间接影响，似乎服务质量和客户价值背后的最重要驱动因素是员工的响应和随后的员工保证。但是，必须注意的是，有形和视觉（视觉上吸引人的物理设施，设备和人员的外观）以及信息项（信息的质量和可访问性以及通信质量）都是相关过程的强有力的预测指标。结构。在实践中追求全面质量政策时，不应拒绝这些服务属性。

研究意义–这项研究对研究界的主要贡献是，可以通过通用系统理论找到对服务成功的更明确的概念化和解释。

实际意义–我们给从业人员（尤其是服务管理）的建议是，他们必须尽一切力量提高员工的响应能力。在不忽略质量体系中的其他方面的情况下，客户高度重视员工保证中固有的软性指标。

原创性/价值–研究模型揭示了八个结构之间以前无法识别的相互作用。我们的数据和经验测试证实，采用的方法可以很好地解释服务质量和客户价值。除了所提出方法的解释能力外，由于所选择的方法，它也具有很强的预测能力。因此，该模型可用于预测与样本中使用的案例相似的案例的观察结果。尽管研究的重点是在制造商-分销商的背景下，但这些结果通常适用于服务管理。