Service quality: beyond cognitive assessment

Bo Edvardsson

278 citations0/0 files storedManaging Service Quality

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Customer Service Quality and Loyalty Service and Product Innovation Emotional Labor in Professions

Abstract

Purpose The 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/approach The 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. Findings The paper presents six propositions related to service experiences when consuming services and the role of emotions in customer‐perceived service quality. Originality/value The paper contributes to widening the scope of service quality by focusing on dimensions beyond cognitive assessment.

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References

2003Evolving to a New Dominant Logic for Marketing 2010Satisfaction: a behavioral perspective on the consumer 1982Hedonic Consumption: Emerging Concepts, Methods and Propositions 2001Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach 1999The Role of Emotions in Marketing 1996Services Marketing: Integrating Customer Focus Across the Firm 1999The experience economy: work is theatre & every business a stage 2000Service Management and Marketing: A Customer Relationship Management Approach

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2016The role of emotions in utilitarian service settings: The effects of emotional satisfaction on product perception and behavioral intentions 2016Improving service quality through customer journey analysis 2011Investigating the key factors affecting behavioral intentions 2010Drivers of customers' service experiences: a study in the restaurant industry 2018The impact of positive emotional experiences on eWOM generation and loyalty

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