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Configuring Customer Touchpoints : a Fuzzy-Set Analysis of Service Encounter Satisfaction


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Wünderlich, Nancy ; Hogreve, Jens:
Configuring Customer Touchpoints : a Fuzzy-Set Analysis of Service Encounter Satisfaction.
In: Journal of service management research : SMR. 3 (2019) 1. - S. 3-11.
ISSN 2511-8676



Knowledge about the importance of sub-service en-counters or touchpoints within the service process is a topic of interest to both researchers and busi-nesses. However, existing research mainly analyses service encounter evaluations based on composite or overall measures. While these studies make a significant contribution to understanding the im-portance of specific attributes for evaluating the overall encounter, our study extends existing re-search by showing how evaluations might be built upon different configurations of touchpoints. Based on a qualitative comparative analysis, we identify the determinants that are ultimately necessary, as well as those that are sufficient, for creating posi-tive customer experiences within airline services. We provide managers with guidance on how to de-sign successful customer experiences and long-last-ing customer satisfaction. This knowledge helps service firms invest in quality improvements that will pay off in the long run. We enrich service theory by providing an in-depth view of customer service encounters and by identifying how different config-urations of touchpoint evaluations lead to satisfac-tory service experiences. We establish a comple-mentary explanation of the creation of customers’ evaluations of multiple touchpoints.

Weitere Angaben

Schlagwörter:Service Encounter, Touchpoints, Qualitative Com-parative Analysis, Fuzzy-Set Analysis, FsQCA
Institutionen der Universität:Wirtschaftswissenschaftliche Fakultät > Betriebswirtschaftslehre > Lehrstuhl für Allgemeine Betriebswirtschaftslehre und Dienstleistungsmanagement
DOI / URN / ID:10.15358/2511-8676-2019-1-3
Open Access: Freie Zugänglichkeit des Volltexts?:Nein
Verlag:C.H. Beck oHG
Titel an der KU entstanden:Ja
Eingestellt am: 30. Apr 2020 11:14
Letzte Änderung: 08. Dez 2021 15:36
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