B2B SME service quality management and measurement in practice: A Scottish Case Study of Waste Management Service and Training and Vocational Qualifications: Paper 325

Research output: Contribution to conferencePaperpeer-review

Abstract

The aim of the study is to address challenges measuring service quality within a Scottish B2B niche market where the organisation has an array of services that are strategically similar but inherently different.

Design / Methodology / Approach This study is a case study approach that combines both academic theoretical perspective and industry experience, via action research, to develop a theoretical concept relating to a B2B niche market.

Findings The study proposes a theoretical approach to measuring and managing customer service within a Scottish B2B niche market for Waste Management Services (WMS) and Training and Vocational Qualifications (TVQ). The study also addresses challenges measuring service quality for organisations offering services that are strategically similar but inherently different.

Originality The proposed model will add to theoretical literature relating to B2B service quality measurement and management. The approach to research will add to research method literature relating to the challenges of academic perspective and industry perspective approaches to research.
Original languageEnglish
Pages1-9
Number of pages9
Publication statusPublished - 31 Aug 2022
EventBritish Academy of Management Conference 2022 - Alliance Manchester Business School, University of Manchester, Manchester, United Kingdom
Duration: 31 Aug 20222 Sep 2022
https://www.bam.ac.uk/events-landing/conference.html (Conference website.)

Conference

ConferenceBritish Academy of Management Conference 2022
Abbreviated titleBAM 2022
Country/TerritoryUnited Kingdom
CityManchester
Period31/08/222/09/22
Internet address

Keywords

  • service marketing
  • relationship marketing
  • service quality
  • marketing in practice

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