The experiential meaning of service quality

Schembri, Sharon and Sandberg, Jorgen (2011) The experiential meaning of service quality. Marketing Theory, 11 2: 165-186. doi:10.1177/1470593111403221

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Author Schembri, Sharon
Sandberg, Jorgen
Title The experiential meaning of service quality
Journal name Marketing Theory   Check publisher's open access policy
ISSN 1470-5931
1741-301X
Publication date 2011-06
Sub-type Article (original research)
DOI 10.1177/1470593111403221
Open Access Status
Volume 11
Issue 2
Start page 165
End page 186
Total pages 22
Place of publication London, United Kingdom
Publisher Sage Publications
Collection year 2012
Language eng
Abstract Within dominant marketing approaches, service quality is conceptualized as a fixed set of static service dimensions such as reliability and responsiveness that reflect consumer expectations and/ or perceptions. As an alternative to the dominant approaches, the aim in this work is to identify and describe the consumer’s lived experience of service quality. Achieved through an interpretive approach the findings presented here demonstrate that the dimensions and attributes consumers’ use for evaluating service quality are based upon what service quality means to consumers and how consumers experience service quality in a particular services context. Moreover, the findings show that the experiential meaning of service quality varies and this theoretical contribution has important implications for improving service quality and future research on service quality.
Keyword Experiential meaning
Interpretive research
Lived experience
Service quality
Q-Index Code C1
Q-Index Status Confirmed Code
Institutional Status UQ

Document type: Journal Article
Sub-type: Article (original research)
Collections: Official 2012 Collection
UQ Business School Publications
 
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Citation counts: TR Web of Science Citation Count  Cited 5 times in Thomson Reuters Web of Science Article | Citations
Scopus Citation Count Cited 13 times in Scopus Article | Citations
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Created: Wed, 10 Aug 2011, 13:53:12 EST by Karen Morgan on behalf of UQ Business School