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Service Quality and Export Performance of Business-to-Business Service Providers: The character of Service Employee and Customer-Oriented Quality Control Initiatives Christina Sichtmann, Maren von Selasinsky, and Adamantios Diamantopoulos ABSTRACT Using the facilities renewing use of goods and renovations framework of armed return provision and pull from manipulate theory, the authors devise a theoretical model that examines the play of different flavor control initiatives on relative serve up quality in a business-to-business desktop and, consequently, on trade performance. They explicitly determine quality control initiatives that address improvement employees performance and the guests coproduction as well as selected firm characteristics as antecedents of such initiatives. They canvas the proposed model on data gaunt from an merchandise flock of service providers. The results show that exportation nodeoriented training, customer coproduction instructions, and work process standardization ask a confirmatory influence on relative service quality, which in moment positively affects export performance. However, adaptation to export customers coproduction competence and want has a positive influence on relative service quality only when the customer desegregation in the service economy is high.

The authors conclude by considering implications for the caution of the service delivery process in an export setting and identifying future investigate directions. Keywords: export performance, international services, quality control initiatives, customer coproduction, serv icedominant logic T he worlds overall ! service exports increased by 12.0% between 2000 and 2008 (World mint Organization 2009). During the same period, the three take exporters experienced an export growth of commercial services of 22.8% (United States), 38.2% Christina Sichtmann is patron Professor of transnational Marketing (e-mail: christina.sichtmann@univie.ac.at), and Adamantios Diamantopoulos is Professor...If you want to get a full essay, edict it on our website: OrderCustomPaper.com

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