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What is Service Experience vs. Quality in B2B about?

The study examines the effects of service quality and service experience in B2B services, focusing on their influence on customer satisfaction, perceived value, loyalty, and word of mouth. Findings indicate that service experience has a stronger impact on immediate customer outcomes compared to service quality, and it also influences both utilitarian and hedonic value, while service quality only affects utilitarian value. The research highlights the importance of prioritizing service experience in B2B conte

Author

Sajida Hafeez

Language

EN