Managing service quality in high customer contact B2B services across domestic and international markets
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- 作者：Nadia Pomirleanua ; nadia.pomirleanu@unlv.edu" class="auth_mail" title="E-mail the corresponding authorAuthor Vitae ; Babu John Mariadossb ; bjohnmar@wsu.edu" class="auth_mail" title="E-mail the corresponding authorAuthor Vitae ; Pavan Rao Chennamanenic ; chennamp@uww.edu" class="auth_mail" title="E-mail the corresponding authorAuthor Vitae
- 关键词：High-contact services ; B2B service quality ; International markets ; Regression methods
- 刊名：Industrial Marketing Management
- 出版年：2016
- 出版时间：May 2016
- 年：2016
- 卷：55
- 期：Complete
- 页码：131-143
- 全文大小：823 K
文摘
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Internal marketing, service training and empowerment positively relate to service quality.
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Empowerment positively enhances the relationship between internal marketing and service quality.
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Empowerment positively enhances the relationship between service training and service quality.
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The impact of service training on service quality is stronger in international operations, compared to domestic operations.
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The impact of internal marketing on service quality is stronger in domestic operations, compared to international operations.