A Process-Based Framework for B-to-B Service Quality: A Practitioner Note of Management Consulting Service

Abstract

ABSTRACT Purpose This practitioner note proposed a consulting service quality model based on service process, which contains four dimensions: potential servicecapability (PoSC), process service capability (PrSC), situational interaction capability (SIC), and service outcomes (SO). The four dimensions were transformed from INDSERV scale which was specialized for B-to-B service. Methodology The research design used in this practitioner note is descriptive. Very simple normalization methods were used for calculations. The internal relationships among them were tested by the analysis of a convenient sample of 263 management consulting customers in India. Constructs validity was tested applying Bartlett’s Test of Sphericity and the Kaiser-Mayer-Olkin (KMO) measure of sampling adequacy analyzing the strength of association among variables. The KMO measure ofsampling adequacy was first computed to determine the suitability of using factor analysis. Confirmatory Factor Analysis (CFA) also used to estimate uni-dimensionality of selected variables. Findings Among all the significant variables in this practitioner note, several results are found: (a) PoSC has a profound impact on PrSC and SIC, especially on SIC. (b) SIC is a support for PrSC. (c) PrSC has significant positive impact on SO. For consulting firms, playing a good role in problem diagnosis, design optimization, and project control level, copy writing quality and other aspects will greatly improve the level of service quality. Research Implications The research aims, scope and objectives of this study is too broadly. It can be narrowed so that the level of focus of the study may be increased in near future. This study is targeted to only specific set of management consulting firms Practical Implications Theoretically, results from this practitioner note will contribute to service quality assessment for B-to-B companies. INDSERV is a promising advance in measuring customer service, and modeling customer service as a process allows more complex and interesting model generation. Originality This practitioner note build a unique services quality model of management consulting based INDSERV scale. Based on causal and structural modeling of the service process, managers can allocateresources across the system to B-to-B service aspects based on relative changes in customers’ feedback on them. Modeling customer service in this way allows more complex and interesting model generation. INDSERV scale appropriately confirm that the items are phrased in a meaningful manner for consulting management industry.