Service characteristics’ impact on key service quality relationships: a meta-analysis

Purpose – The purpose of this paper is to provide a comprehensive examination of the nuances of service quality (SQ) relationships using meta-analytic techniques. Design/methodology/approach – The data set comprises 108 empirical studies with 222 independent samples. The authors use a multivariate generalized least squares approach to examining the impact of key moderators on SQ relationships. Findings – This research confirms previously established relationships between SQ and its correlates and contributes to the understanding of the dynamics of those relationships by providing empirical evidence that SQ is context-dependent. This research shows that a service’s level of inseparability, customization, standardization and technical complexity impacts key SQ relationships. Research limitations/implications – This research finds that SQ is context-dependent. The antecedents examined were more significant for transactional exchanges, while the consequences of SQ were stronger for relational exchanges. Futur...

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