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Service Quality: Beyond Cognitive Assessment
Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.ORCID iD: 0000-0003-2705-0836
2005 (English)In: Managing Service Quality, ISSN 0960-4529, Vol. 15, no 2, 127-131 p.Article in journal (Refereed) Published
Abstract [en]

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.

Place, publisher, year, edition, pages
2005. Vol. 15, no 2, 127-131 p.
Keyword [en]
Customer service management, Customers, Perception, Consumer behaviour
National Category
Business Administration
Research subject
Business Administration
Identifiers
URN: urn:nbn:se:kau:diva-23407DOI: 10.1108/09604520510585316OAI: oai:DiVA.org:kau-23407DiVA: diva2:597165
Available from: 2013-01-22 Created: 2013-01-22 Last updated: 2015-07-01Bibliographically approved

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