Service quality: beyond cognitive assessment

Emerald - Tập 15 Số 2 - Trang 127-131 - 2005
Bo Edvardsson1
1Service Research Center, Karlstad University, Karlstad, Sweden

Tóm tắt

PurposeThe aim of this article is to contribute to widening the scope of service quality by focusing on dimensions beyond cognitive assessment. The focus is on the role of customers’ emotions in service experiences.Design/methodology/approachThe article first discusses the service concept and implications for service quality. It then focuses on the role of customer experiences, and then discusses the role of emotions in service quality.FindingsThe paper presents six propositions related to service experiences when consuming services and the role of emotions in customer‐perceived service quality.Originality/valueThe paper contributes to widening the scope of service quality by focusing on dimensions beyond cognitive assessment.

Tài liệu tham khảo

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