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Service Quality and Export Performance of Business-to-Business Service Providers: The portion of Service Employee and Customer-Oriented Quality Control Initiatives Christina Sichtmann, Maren von Selasinsky, and Adamantios Diamantopoulos ABSTRACT Using the facilities variation use of goods and renovations framework of armed helper provision and plan from function theory, the authors devise a theoretical model that examines the trance of different flavor control initiatives on relative good quality in a business-to-business consideration and, consequently, on tradeation performance. They explicitly determine quality control initiatives that address function employees performance and the guests coproduction as well as selected firm characteristics as antecedents of such initiatives. They canvas the proposed model on data drawn from an export flock of service providers. The results show that export guestoriented training, customer coproduction instructions, and wo rk process standardization stir 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 integration in the service economy is high.

The authors conclude by considering implications for the vigilance of the service delivery process in an export setting and identifying future investigate directions. Keywords: export performance, international services, quality control initiatives, customer coproduction, servicedom inant logic T he worlds overall servic! e exports increased by 12.0% between 2000 and 2008 (World plow 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 world(prenominal) Marketing (e-mail: christina.sichtmann@univie.ac.at), and Adamantios Diamantopoulos is Professor...If you want to get a full essay, dedicate it on our website: OrderCustomPaper.com

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