Smooth or sticky? An analysis of service variability
Abstract This study examines the impact of service variability on customer-perceived service quality across various stages of the customer experience journey. Through a behavioral experiment, the findings reveal that the overall perceived service quality is influenced by the interplay between the me...
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| Main Authors: | , , , |
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| Format: | Article |
| Language: | English |
| Published: |
Springer Nature
2025-01-01
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| Series: | Humanities & Social Sciences Communications |
| Online Access: | https://doi.org/10.1057/s41599-024-04185-w |
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