Consumer education and service quality: conceptual issues and practical implications

Abstract

Service quality has attracted considerable attention within the service marketing literature, but despite this, high profile consumer education has not been considered a valuable strategy. Argues that consumer education is a powerful quality strategy in a variety of service contexts and that it is already being used by an increasing number of service organizations. This paper sets out the conceptual relationship between consumer education and service quality prior to developing an information‐education continuum that could help organizations recognize when consumer education might be a useful competitive strategy. The article concludes with a discussion of practical issues that organizations need to consider before implementing consumer education programs.

Citation

Burton, D. (2002), "Consumer education and service quality: conceptual issues and practical implications", Journal of Services Marketing, Vol. 16 No. 2, pp. 125-142. https://doi.org/10.1108/08876040210422673