Service quality management from social capital, environmental uncertainty, and competitive intensity perspectives

We proposed an integrated model of service quality management by drawing on social capital theory. Participants were 588 employees in the banking sector in China. The results reveal that environmental uncertainty played a mediating role in the relationship between competitive intensity and social capital development. We also found a positive relationship between environmental uncertainty and service quality management, as mediated by social capital. We further proposed several alternative models to examine the second-order factors of social capital and service quality management, and to check the robustness of our findings. The original proposed model had the best fit for testing the hypotheses. Theoretical and managerial implications for service quality management are discussed.