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Enabling a transformative service system by modeling quality dynamics

Author

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  • Akter, Shahriar
  • Wamba, Samuel Fosso
  • D’Ambra, John

Abstract

The increasing importance of service systems in the global economy prompts researchers to focus on quality to measure the critical interaction between human behavior, IT and society. Building on service-dominant logic and sociomaterialism, this study develops and validates a quality model and measures its overall impact on individual (value, satisfaction), organizational (i.e., continuance intentions) and social (e.g., quality of life) outcomes in the context of a transformative health service system in Bangladesh. The conceptual model is rooted in the traditional cognition (service quality) – affective (value, satisfaction)– conation (continuance, quality of life) chain but explicitly identifies three primary dimensions and nine sub-dimensions of quality. The study advances theory and practice in service systems quality research by focusing on individual, economic and social outcomes.

Suggested Citation

  • Akter, Shahriar & Wamba, Samuel Fosso & D’Ambra, John, 2019. "Enabling a transformative service system by modeling quality dynamics," International Journal of Production Economics, Elsevier, vol. 207(C), pages 210-226.
    • Handle: RePEc:eee:proeco:v:207:y:2019:i:c:p:210-226
    DOI: 10.1016/j.ijpe.2016.08.025
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    References listed on IDEAS

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    2. Kristoffersen, Eivind & Mikalef, Patrick & Blomsma, Fenna & Li, Jingyue, 2021. "The effects of business analytics capability on circular economy implementation, resource orchestration capability, and firm performance," International Journal of Production Economics, Elsevier, vol. 239(C).
    3. Akter, Shahriar & Babu, Mujahid Mohiuddin & Hossain, Md Afnan & Hani, Umme, 2022. "Value co-creation on a shared healthcare platform: Impact on service innovation, perceived value and patient welfare," Journal of Business Research, Elsevier, vol. 140(C), pages 95-106.
    4. Hossain, Md Afnan & Akter, Shahriar & Yanamandram, Venkata, 2020. "Revisiting customer analytics capability for data-driven retailing," Journal of Retailing and Consumer Services, Elsevier, vol. 56(C).
    5. Chang, Ya Ping & Li, Jingwen, 2022. "Seamless experience in the context of omnichannel shopping： scale development and empirical validation," Journal of Retailing and Consumer Services, Elsevier, vol. 64(C).
    6. Hani, Umme & Akter, Shahriar & Wickramasinghe, Ananda & Kattiyapornpong, Uraiporn, 2021. "How does relationship quality sustain the rich world’s poorest businesses?," Journal of Business Research, Elsevier, vol. 133(C), pages 297-308.
    7. Akter, Shahriar & Motamarri, Saradhi & Hani, Umme & Shams, Riad & Fernando, Mario & Mohiuddin Babu, Mujahid & Ning Shen, Kathy, 2020. "Building dynamic service analytics capabilities for the digital marketplace," Journal of Business Research, Elsevier, vol. 118(C), pages 177-188.

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