Service quality: beyond cognitive assessment

• Published in: Managing service quality Vol. 15; no. 2; pp. 127 - 131
• Main Author: Edvardsson, Bo
• Format: Journal Article
• Language: English
• Published: Bedford Emerald Group Publishing Limited 01.04.2005
• Subjects: Business Administration; Consumer behavior; Consumer behaviour; Customer service management; Customer services; Customers; Emotions; Företagsekonomi; Perception; Perceptions; Quality management; Quality of service; Perception; Customer service management; Customers; Consumer behaviour
• ISSN: 0960-4529; 2055-6225; 1758-8030; 1758-8030; 2055-6233
• DOI: 10.1108/09604520510585316

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.