Service quality: beyond cognitive assessment

1 April 2005

journal article
e viewpoint
Published by Emerald Publishing in Managing Service Quality: An International Journal

Vol. 15 (2) , 127-131
https://doi.org/10.1108/09604520510585316

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.

Keywords

This publication has 15 references indexed in Scilit:

Service portraits in service research: a critical review
International Journal of Service Industry Management, 2005
The role of emotional satisfaction in service encounters
Managing Service Quality: An International Journal, 2004
Whither Services Marketing?
Journal of Service Research, 2004
The Four Service Marketing Myths
Journal of Service Research, 2004
Looking back to see forward in services marketing: some ideas to consider
Managing Service Quality: An International Journal, 2003
The qualitative satisfaction model
International Journal of Service Industry Management, 1997
Emotions in service satisfaction
International Journal of Service Industry Management, 1997
The Dimensionality of Consumption Emotion Patterns and Consumer Satisfaction
Journal of Consumer Research, 1991
A Role Theory Perspective on Dyadic Interactions: The Service Encounter
Journal of Marketing, 1985
Hedonic Consumption: Emerging Concepts, Methods and Propositions
Journal of Marketing, 1982