Service Quality: Beyond Cognitive Assessment
2005 (English)In: Managing Service Quality, ISSN 0960-4529, Vol. 15, no 2, 127-131 p.Article in journal (Refereed) Published
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
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.
Place, publisher, year, edition, pages
2005. Vol. 15, no 2, 127-131 p.
Customer service management, Customers, Perception, Consumer behaviour
Research subject Business Administration
IdentifiersURN: urn:nbn:se:kau:diva-23407DOI: 10.1108/09604520510585316OAI: oai:DiVA.org:kau-23407DiVA: diva2:597165