Conceptualizing and Measuring PSC.pdf (970.3 kB)
Conceptualizing and measuring perceived service complexity
journal contribution
posted on 2023-06-09, 13:37 authored by Ioannis Kostopoulos, Achilleas Boukis, George LodorfosThis 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 through the development and validation of a multidimensional construct consisting of three factors (Task-Related, Customer-Derived, ‘Service Nature’-Derived Complexity). The findings add to the organizational frontline literature in how aspects of FLEs’ working environment shape their ability to assimilate service delivery and perform their roles during the service encounter. Managerial practice can be informed of the distinct elements that shape PSC and of its ramifications for designing service delivery systems for different types of service.
History
Publication status
- Published
File Version
- Accepted version
Journal
Journal of Marketing Theory and PracticeISSN
1069-6679Publisher
Journal of Marketing Theory and PracticeExternal DOI
Volume
27Page range
38-54Department affiliated with
- Strategy and Marketing Publications
Full text available
- Yes
Peer reviewed?
- Yes
Legacy Posted Date
2018-06-04First Open Access (FOA) Date
2020-07-29First Compliant Deposit (FCD) Date
2018-06-04Usage metrics
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