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| Author: | Homburg, C. Kebbel, P. |
| Title: | Komplexität als Determinante der Qualitätswahrnehmung von Dienstleistungen |
| Journal: | Schmalenbachs Zeitschrift für Betriebswirtschaftliche Forschung
2001 : AUG, VOL. 53:5, p. 478-499 |
| Index terms: | Service |
| Language: | ger |
| Abstract: | While a lot has been written about the perception of service quality, the majority of publications have focused on the dimensions of service quality, whereas the determinants of quality perception have not received much attention. This article investigates the effects of perceived service complexity as an important determinant of perceived quality. Based on theoretical foundations, a causal model is developed to explore the relationship between these two constructs. |
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