Messung der Qualität in Dienstleistungscentern: am Beispiel eines Flughafens

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The study shows that customers’ perception of overall quality in services centers is driven by two components: the service encounter quality and the quality of the servicecape. Thus, customers’ overall evaluation of service quality in a services center is a function of n service encounter qualities (k = 1…n) and the quality of the servicecape. Furthermore, it is of great importance for the quality management of a services center that there could be (1) direct effects between the quality dimensions and the overall service quality as well as (2) direct effects between the quality dimensions themselves. The above mentioned study had been carried out exemplarily at the EuroAirport Basel-Mulhouse-Freiburg. The survey results suggest that servicecape quality has a significant effect both on the overall service quality and on the service encounter qualities. Moreover, the study shows that key quality indicators of the service center apply to the perception of security as well as to the service environment (for instance, arrangement of check-in/security desk, comfort of seats, ambience of waiting area).
Translated title of the contributionMeasurement of quality in services centers: an investigation in the airport sector
Original languageGerman
JournalJournal of Business Economics : JBE
Volume80
Issue number4
Pages (from-to)351-382
Number of pages32
ISSN0044-2372
DOIs
Publication statusPublished - 03.02.2010

    Research areas

  • Management studies - Quality in services centers, Service encounter quality , Quality of the servicecape