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Service quality, value creation and customer satisfaction, how are they related? : An investigation into service quality, value creation and customer satisfaction in the joint problem solving process

Mulder, Mariska (2019) Service quality, value creation and customer satisfaction, how are they related? : An investigation into service quality, value creation and customer satisfaction in the joint problem solving process.

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Abstract:In this research paper, the relation between service quality, value creation and customer satisfaction in the joint problem solving process will be explored by qualitative research within an organization and among their customers and employees. In the current literature, the relation between value creation, customer satisfaction and service quality from the joint problem solving process is unclear and service quality is static approached. Current literature is describing service quality as a simplified display of a rather very complex phenomenon as service quality is. This research is conducted from a dyadic perspective in which on the one hand value creation and service quality are approached from the perspective of the clients as well as service staff. Employees of the company under investigation gave input from their perspective on what service quality, value creation and customer satisfaction means for their clients. The research is executed from the joint problem process perspective, based on previous literature studies. The organization under investigation operates from the KIBS context, which means knowledge intensive business and services context. The research is executed by different interviews among employees of the firm under investigation and among clients of the firm under investigation.
Item Type:Essay (Master)
Faculty:BMS: Behavioural, Management and Social Sciences
Subject:85 business administration, organizational science
Programme:Business Administration MSc (60644)
Link to this item:http://purl.utwente.nl/essays/79423
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