Abstract
Because existing models of service quality are based on consumer behavior theory, they are limited to a focus on the customer's evaluation of the service encounter and they ignore business performance as the desired outcome of service quality. A Model of the Business Performance Outcome Process is introduced to explain the relationships between behavioral and financial outcomes that are encompassed in the business performance component of a service quality system.
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Thorpe, D. (2015). Business Performance Outcomes of Service Quality: A Conceptual Model. In Developments in Marketing Science: Proceedings of the Academy of Marketing Science (pp. 159–163). Springer Nature. https://doi.org/10.1007/978-3-319-13162-7_38
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