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Conceptualizing and Measuring Perceived Service Complexity

Kostopoulos, I, Boukis, A and Lodorfos, G (2019) Conceptualizing and Measuring Perceived Service Complexity. Journal of Marketing Theory and Practice, 27 (1). pp. 38-54. ISSN 1069-6679

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Abstract

This study focuses on the notion of Perceived Service Complexity (PSC). PSC captures ‘the difficulty to assimilate the service delivery process, as perceived by frontline employees (FLEs)’ and is conceptualized and measured through the development and validation of a multidimensional construct consisting of three factors (Task-Related, Customer-Derived and ‘Service Nature’-Derived Complexity). The findings add to the organizational frontline literature and advance scholarly understanding of how aspects of FLEs’ working environment shape their ability to assimilate the service delivery process and successfully perform their roles during their interactions with customers. Based on these findings, managerial practice can be informed of the distinct elements that shape FLEs’ perceived service complexity as well as of its ramifications for designing successfully service delivery systems for different types of services.

Item Type: Article
Additional Information: This is an Accepted Manuscript of an article published by Taylor & Francis in Journal of Marketing Theory and Practice on 29/01/2019, available online: http://www.tandfonline.com/10.1080/10696679.2018.1534210
Uncontrolled Keywords: 1505 Marketing
Subjects: H Social Sciences > HF Commerce > HF5001 Business
H Social Sciences > HD Industries. Land use. Labor
H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions: Liverpool Business School (closed 31 Aug 19)
Publisher: Taylor & Francis (Routledge)
Date Deposited: 25 Jul 2018 13:20
Last Modified: 29 Jul 2020 00:50
DOI or Identification number: 10.1080/10696679.2018.1534210
URI: https://researchonline.ljmu.ac.uk/id/eprint/9021

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