Conceptualizing and measuring perceived service complexity

Kostopoulos, Ioannis, Boukis, Achilleas and Lodorfos, George (2019) Conceptualizing and measuring perceived service complexity. Journal of Marketing Theory and Practice, 27. pp. 38-54. ISSN 1069-6679

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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.

Item Type: Article
Schools and Departments: University of Sussex Business School > Strategy and Marketing
Depositing User: Achilleas Boukis
Date Deposited: 04 Jun 2018 16:00
Last Modified: 29 Jul 2020 01:00

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