Service quality: beyond cognitive assessment
Managing Service Quality: An International Journal
ISSN: 0960-4529
Article publication date: 1 April 2005
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
Citation
Edvardsson, B. (2005), "Service quality: beyond cognitive assessment", Managing Service Quality: An International Journal, Vol. 15 No. 2, pp. 127-131. https://doi.org/10.1108/09604520510585316
Publisher
:Emerald Group Publishing Limited
Copyright © 2005, Emerald Group Publishing Limited