Service science emphasises the process of value co-creation within relationships. This frames the importance of service quality and its outcomes to business-to-business (B2B) interaction. This exploratory paper investigates the dimensions of service encounter quality in B2B relationships and its effect on (dis)satisfaction. Purchasers are sampled from America and Canada who are in extended relationships with suppliers. Qualitative data are in the form of critical incidents that code to 272 critical judgements of these purchasers' perceptions of their suppliers. Findings reveal eight dimensions of service encounter quality: basic capability, relationship, communication, attitude, specification conformance, time and money, flexibility and resolution. The findings reveal how service encounter quality impacts (dis)satisfaction in a way that provides insight for suppliers in managing impacts of investment in service.
All Science Journal Classification (ASJC) codes
- Computer Science Applications
- Strategy and Management
- Management Science and Operations Research
- Industrial and Manufacturing Engineering