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Goal interdependence and quality in services marketing
Author(s) -
Wong Choy L.,
Tjosvold Dean
Publication year - 1995
Publication title -
psychology and marketing
Language(s) - English
Resource type - Journals
SCImago Journal Rank - 1.035
H-Index - 116
eISSN - 1520-6793
pISSN - 0742-6046
DOI - 10.1002/mar.4220120304
Subject(s) - marketing , business , service quality , loyalty , service (business) , quality (philosophy) , word of mouth , product (mathematics) , competitive advantage , service provider , services marketing , loyalty business model , customer satisfaction , psychology , philosophy , geometry , mathematics , epistemology
Service quality is considered an important competitive edge because it generates repeat sales, positive word of mouth, customer loyalty, and competitive product differentiation. This study examines the impact of a company's cooperative or competitive orientation and the service provider's warm or cold communication style on customer evaluation of service quality. Results from 83 participants in a simulated bank interview experiment indicate that when the bank communicated a cooperative orientation they perceived it as offering a higher‐quality service than when it had competitive or individualistic goals. The warmth of the service personnel contributed to high‐quality service, liking the bank representative, future confidence in dealing with the bank, satisfaction with the interview, and willingness to be interviewed by the bank representative in the future. These results were interpreted as suggesting that companies who can demonstrate a strong cooperative orientation toward customers and whose service providers demonstrate warmth will be considered to offer high‐quality services. © 1995 John Wiley & Sons, Inc.