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Title: Modelling the service experience : an exploration of the role of psychological factors as antecedents of customer, staff and organisational perceptions and behaviours
Author: Bardzil , Philip
Awarding Body: University of Manchester
Current Institution: University of Manchester
Date of Award: 2007
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This thesis provides evidence that customers' perceptions of service quality may be predicted by psychological factors. A new model of service quality is developed, with the aim of: a) establishing a structure for service quality and b) linking customers' perceptions of quality to organisational factors, which impact such perceptions. Measurement instruments are developed to assess: customer perceptions of quality; staff attitudes to the organisational climate for services; and management competences, in relation to the dimensions of the proposed model. The research is of a multi-variate design, using correlation, multiple regression and factorial analysis, of psychological and behavioural data. The principal criterion variable is the quality of services as perceived by customers. Predictor variables include a range of internal characteristics (such as personality traits and attributional style), of both customers (as predictors of perception) and staff (as predictors of service-related behaviour). Personality is measured using 'FFM' factors, derived from OPQ data. Attributional style is measured using an instrument developed within this research. Situational influences (of the organisational climate for services) and behavioural abilities (staff and management competences) are also considered as additional predictor variables, and measured using new instruments based upon the model.
Supervisor: Not available Sponsor: Not available
Qualification Name: Thesis (Ph.D.) Qualification Level: Doctoral
EThOS ID:  DOI: Not available