The DOI matches its Crossref record; 3 of the 3 references it cites were found in a registry or an index.
Service quality: beyond cognitive assessment
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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Citations
Cites
Evolving to a New Dominant Logic for Marketing
Vargo, S. L., & Lusch, R. F. (2004) · Journal of Marketing · doi:10.1509/jmkg.68.1.1.24036 · Cited by 14,779
A Role Theory Perspective on Dyadic Interactions: The Service Encounter
Solomon, M. R., Surprenant, C., Czepiel, J. A., & Gutman, E. G. (1985) · Journal of Marketing · doi:10.2307/1251180 · Cited by 2,004 · cited 1×
“Most often activities, deeds, processes and interactions are used when defining the concept of service (Solomon et al., 1985; Lovelock, 1991; Zeithaml and Bitner, 2003; Vargo and Lusch, 2004).”
MethodService portraits in service research: a critical review
Edvardsson, B., Gustafsson, A., & Roos, I. (2005) · International Journal of Service Industry Management · doi:10.1108/09564230510587177 · Cited by 763
Cited by
Drivers of customers' service experiences: a study in the restaurant industry
Walter, U., Edvardsson, B., & Öström, Å. (2010) · Managing Service Quality: An International Journal · doi:10.1108/09604521011041961 · Cited by 234
Self-citationLadhari, R., Souiden, N., & Ladhari, I. (2011) · Journal of Financial Services Marketing · doi:10.1057/fsm.2011.10 · Cited by 153
Rizomyliotis, I., Kastanakis, M. N., Giovanis, A., Konstantoulaki, K., & Kostopoulos, I. (2022) · Journal of Business Research · doi:10.1016/j.jbusres.2022.08.035 · Cited by 85
Wang, L., Wang, Z., Wang, X., & Zhao, Y. (2021) · Electronic Commerce Research and Applications · doi:10.1016/j.elerap.2021.101080 · Cited by 63
Metadata
- Authors
- Edvardsson, B.
- Venue
- Managing Service Quality: An International Journal
- Publisher
- Emerald
- Published
- 2005-04-01
- Volume
- 15
- Issue
- 2
- Pages
- 127-131
- ISSN
- 0960-4529 (ISSN-L)
- OpenAlex
- W2037072094
- Cited by
- 274
- References
- 3
- FWCI
- 16.52
- Type
- journal article
- Language
- en
- Open access
- closed
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Bibliographic data: Semantic Scholar, OpenAlex, Crossref.
Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).
Semantic Scholar’s data is described in: Kinney, R., et al. (2023). The Semantic Scholar Open Data Platform. arXiv:2301.10140.
