Linking service structural complexity to customer satisfaction: The moderating role of type of ownership

International Journal of Service Industry Management

Volumn 12, Issue 3, 2001, Pages 295-306

  Martínez Tur, Vicente ^a   Peirô, José M ^a   Ramos, José ^a  

^a UNIVERSITY OF VALENCIA   (Spain)

Author keywords

Customer satisfaction; Service delivery; Services

Indexed keywords

EID: 18044400672     PISSN: 09564233     EISSN: None     Source Type: Journal    
DOI: 10.1108/EUM0000000005522     Document Type: Article

References (36)

1. Alchian, A.A. and Demsetz, H. (1972), "Production, information costs, and economic organization", American Economic Review, Vol. 62, pp. 777-99.
2. Arnold, H.J. (1982), "Moderator variables: a classification of conceptual, analytic, and psychometric issues", Organizational Behavior and Human Performance, Vol. 29, pp. 143-74.
3. Bell, D. (1973), The Coming of Post-industrial Society, Basic Books, New York, NY.
4. Benn, S.I. and Gaus, G.F. (1983), Public and Private in Social Life, Martin's Press, New York, NY.
5. Bozeman, B. (1987), All Organizations are Public, Jossey-Bass, San Francisco, CA.
6. Brown, K.A. and Mitchell, T.R. (1993), "Organizational obstacles: links with financial performance, customer satisfaction, and job satisfaction in a service environment", Human Relations, Vol. 46, pp. 725-57.
7. Calinescu, A., Efstathiou, J., Schirn, J. and Bermejo, J. (1998), "Applying and assessing two methods for measuring complexity in manufacturing", Journal of the Operational Research Society, Vol. 49, pp. 723-33.
8. Cohen, J. and Cohen, P. (1983), Applied Multiple Regression/Correlation Analysis for the Behavioral Sciences, (2nd ed.), Lawrence Erlbaum Associates, Hillsdale, NJ.
9. Damanpour, F. (1991), "Organizational innovation: a meta-analysis of effects of determinants and moderators", Academy of Management Journal, Vol. 34, pp. 555-90.
10. Danaher, P.J. and Mattsson, J. (1994), "Cumulative encounter satisfaction in the hotel conference press", International Journal of Service Industry Management, Vol. 5, pp. 72-84.
11. Danaher, P.J. and Mattsson, J. (1998), "A comparison of service delivery processes of different complexity", International Journal of Service Industry Management, Vol. 9, pp. 48-63.
12. Fornell, C. (1992), "A national customer satisfaction barometer: the Swedish experience", Journal of Marketing, Vol. 56, pp. 6-21.
13. Fornell, C. and Wernerfelt, B. (1987), "Defensive marketing strategy by customer complaint management: a theoretical analysis", Journal of Marketing Research, Vol. 24, pp. 337-46.
14. Fottler, M.D. (1981), "Management: is it really generic?", Academy of Management Review, Vol. 6, pp. 1-12.
15. Hitt, M.A., Hoskisson, R.E. and Ireland, R.D. (1994), "A mid-range theory of the interactive effects of international and product diversification on innovation and performance", Journal of Management, Vol. 20, pp. 297-326.
16. Jaccard, J., Turrisi, R. and Wan, C.K. (1990), Interactions Effects in Multiple Regression, Sage Publications, Newbury Park, London, New Delhi.
17. James, L.R. (1982), "Aggregation bias in estimates perceptual agreement", Journal of Applied Psychology, Vol. 67, pp. 219-29.
18. James, L.R., Demaree, R.G. and Wolf, G. (1984), "Estimating within-group interrater reliability with and without response bias", Journal of Applied Psychology, Vol. 6, pp. 85-98.
19. Johnson, J.W. (1996), "Linking employee perceptions of service climate to customer satisfaction", Personnel Psychology, Vol. 49, pp. 831-51.
20. Klein, K.J., Dansereau, F. and Hall, R. (1994), "Levels issues in theory development, data collection, and analysis", Academy of Management Review, Vol. 19, pp. 195-229.
21. Larsson, R. and Bowen, D. (1989), "Organization and customer: managing design and coordination of services", Academy of Management Review, Vol. 14, pp. 213-33.
22. Meyer, A.D. and Goes, J.B. (1988), "Organizational assimilation of innovations: a multilevel contextual analysis", Academy of Management Journal, Vol. 31, pp. 897-923.
23. Oliver, R.L. (1993), "Cognitive, affective, and attribute bases of the satisfaction response", Journal of Consumer Research, Vol. 20, pp. 418-30.
24. Parasuraman, A., Zeithaml, V.A. and Berry, L. (1994), "Reassessment of expectations as a comparison standard in measuring service quality: implications for further research", Journal of Marketing, Vol. 58, pp. 111-24.
25. Perry, J.L. and Rainey H.G. (1988), "The public-private distinction in organization theory: a critique and research strategy", Academy of Management Review, Vol. 13, pp. 182-201.
26. Roth, V. and Bozinoff, L. (1989), "Consumer satisfaction with government services", The Service Industries Journal, Vol. 9, pp. 29-43.
27. Rowley, J. (1998), "Quality measurement in the public sector: some perspectives from the service quality literature", Total Quality Management, Vol. 9, pp. 321-33.
28. Rust, R.T., Zahorik, A.J. and Keiningham, T.L. (1995), "Return on quality (ROQ): making service quality financially accountable", Journal of Marketing, Vol. 59, pp. 58-70.
29. Schmit, M.J. and Allscheid, S.P. (1995), "Employee attitudes and customer satisfaction: making theoretical and empirical connections", Personnel Psychology, Vol. 48, pp. 521-36.
30. Schneider, B. and Bowen, D.E. (1985), "Employee and customer perceptions of service in banks: replication and extension", Journal of Applied Psychology, Vol. 70, pp. 423-33.
31. Schneider, B., White, S.S. and Paul, M.C. (1998), "Linking service climate and customer perceptions of service quality: test of a causal model", Journal of Applied Psychology, Vol. 83, pp. 150-63.
32. Shostack, G.L. (1987), "Service positioning through structural change", Journal of Marketing, Vol. 51, pp. 34-43.
33. Taylor, S.A. (1997), "Assessing regression-based importance weights for quality perceptions and satisfaction judgements in the presence of higher order and/or interaction effects", Journal of Retailing, Vol. 73, pp. 135-59.
34. Taylor, S.A. and Baker, T.L. (1994), "An assessment of the relationships between service quality and customer satisfaction in the formation of consumers' purchase intentions", Journal of Retailing, Vol. 70, pp. 163-78.
35. Wamsley, G.L. and Zald, M.N. (1973), The Political Economy of Public Organizations, Lexington, New York, NY.
36. Wisniewski, M. and Donnelly, M. (1996), "Measuring service quality in the public sector: the potential for SERVQUAL", Total Quality Management, Vol. 7, pp. 357-65.