IDEAS home Printed from https://ideas.repec.org/a/taf/servic/v29y2007i1p91-110.html
   My bibliography  Save this article

Service quality tolerance in creative business service relationships

Author

Listed:
  • Mark Davies

Abstract

This study of creative business service relationships reveals how client tolerance towards service quality is influenced by process capabilities. Based on a resource-based point of view, process capabilities can serve as creative cues, adding value to these relationships. Procedural quality represents value determined from the order of organisationally established routines, whereas interactional quality represents value derived from the skills of service providers. Research found interactions were a stronger predictor of tolerance than procedures, attributed to the greater discretion that service providers use in interacting during the service encounter. Interactions offer greater prospects for sustaining relationship value than by following procedures.

Suggested Citation

  • Mark Davies, 2007. "Service quality tolerance in creative business service relationships," The Service Industries Journal, Taylor & Francis Journals, vol. 29(1), pages 91-110, August.
    • Handle: RePEc:taf:servic:v:29:y:2007:i:1:p:91-110
    DOI: 10.1080/02642060802134720
    as

    Download full text from publisher

    File URL: http://hdl.handle.net/10.1080/02642060802134720
    Download Restriction: Access to full text is restricted to subscribers.
    File URL: https://libkey.io/10.1080/02642060802134720?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    More about this item

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:taf:servic:v:29:y:2007:i:1:p:91-110. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Chris Longhurst (email available below). General contact details of provider: http://www.tandfonline.com/FSIJ20 .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.