A generic conceptual framework of interactive service quality

Abstract

Generally, the article provides a fundament beyond the state‐of‐the‐art construct of service quality. In particular, the content is dedicated to the construct of interactive service quality in service encounters. Interactive service quality in a service encounter requires the simultaneous consideration of the service provider’s and service receiver’s perspectives. Furthermore, it also demands the consideration of both the service provider’s and the service receiver’s expectations and perceptions in a service encounter. The theoretical contribution is a generic conceptual framework of interactive service quality in service encounters consisting of the service continuum, the service cycle, and an interactivity model. The managerial contribution is a model of the invisibility dilemma of a service offer, the features of interactive service quality and an application model of interactive service quality in service encounters. Suggestions for further research are also proposed.