Evaluating relationships: are satisfaction and quality enough?
International Journal of Service Industry Management
ISSN: 0956-4233
Article publication date: 1 May 1998
Abstract
This paper examines the current literature and trends in the measurement of service relationships. The authors present evidence from two industry studies which suggests that satisfaction and/or quality as currently conceptualized are not sufficient diagnostic tools to assess the health of a relationship, certainly not sufficient when only one relationship partner’s outcomes are assessed. Two studies which explore service relationship satisfaction, are presented as illustrations to demonstrate that firms engaged in partnering relationships need to consider changing the way they evaluate the ability of their systems to satisfy partners as the relationship progresses. Process issues and value‐enhancing components in addition to satisfaction and quality are among the critical dimensions to evaluate in order to fully assess the health of a relationship.
Keywords
Citation
Rosen, D.E. and Surprenant, C. (1998), "Evaluating relationships: are satisfaction and quality enough?", International Journal of Service Industry Management, Vol. 9 No. 2, pp. 103-125. https://doi.org/10.1108/09564239810210451
Publisher
:MCB UP Ltd
Copyright © 1998, MCB UP Limited