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Komplexität als Determinante der Qualitätswahrnehmung von Dienstleistungen

Author

Listed:
  • Christian Homburg

    (Universität Mannheim)

  • Phoebe Kebbel

Abstract

Summary While a lot has been written about the perception of service quality, the majority of publications have focused on the dimensions of service quality, whereas the determinants of quality perception have not received much attention. This article investigates the effects of perceived service complexity as an important determinant of perceived quality. Based on theoretical foundations, a causal model is developed to explore the relationships between these two constructs. Evidence suggests that perceived complexity accounts for significant changes in quality perception. The second issue addressed is the effect of perceived service quality on customer loyalty; the empirical study confirms the strong link between these variables.

Suggested Citation

  • Christian Homburg & Phoebe Kebbel, 2001. "Komplexität als Determinante der Qualitätswahrnehmung von Dienstleistungen," Schmalenbach Journal of Business Research, Springer, vol. 53(5), pages 478-499, August.
    • Handle: RePEc:spr:sjobre:v:53:y:2001:i:5:d:10.1007_bf03372656
    DOI: 10.1007/BF03372656
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    References listed on IDEAS

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    1. Babakus, Emin & Boller, Gregory W., 1992. "An empirical assessment of the SERVQUAL scale," Journal of Business Research, Elsevier, vol. 24(3), pages 253-268, May.
    2. Heribert Gierl & Armin Stich, 1999. "Sicherheitswert und Vorhersagewert von Qualitätssignalen," Schmalenbach Journal of Business Research, Springer, vol. 51(1), pages 5-32, January.
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    More about this item

    Keywords

    M10; M30; M31; M39;
    All these keywords.

    JEL classification:

    • M10 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration - - - General
    • M30 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - General
    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing
    • M39 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Other

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