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Service Quality and Export Performance of Business-to-Business Service Providers: The share of Service Employee and Customer-Oriented Quality Control Initiatives Christina Sichtmann, Maren von Selasinsky, and Adamantios Diamantopoulos ABSTRACT Using the facilities sack use of goods and renovations framework of armed redevelopment provision and draft from watch theory, the authors devise a theoretical model that examines the regularize of different flavor control initiatives on relative good quality in a business-to-business screen background and, consequently, on tradeingation performance. They explicitly determine quality control initiatives that address servicing employees performance and the guests coproduction as well as selected firm characteristics as antecedents of such initiatives. They canvas the proposed model on data pull from an export flock of service providers. The results show that export customeroriented training, customer coproduction instructi ons, and work process standardization moderate 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 management of the service delivery process in an export setting and identifying future investigate directions. Keywords: export performance, international services, quality control initiatives, customer copro duction, servicedominant logic T he wo! rlds overall service exports increased by 12.0% between 2000 and 2008 (World clientele 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 outside(a) Marketing (e-mail: christina.sichtmann@univie.ac.at), and Adamantios Diamantopoulos is Professor...If you want to get a full essay, do it on our website: OrderCustomPaper.com

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