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

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...