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Conceptualizing and measuring perceived service complexity

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journal contribution
posted on 2023-06-09, 13:37 authored by Ioannis Kostopoulos, Achilleas Boukis, George Lodorfos
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 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 Practice

ISSN

1069-6679

Publisher

Journal of Marketing Theory and Practice

Volume

27

Page range

38-54

Department affiliated with

  • Strategy and Marketing Publications

Full text available

  • Yes

Peer reviewed?

  • Yes

Legacy Posted Date

2018-06-04

First Open Access (FOA) Date

2020-07-29

First Compliant Deposit (FCD) Date

2018-06-04

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