Skip to main content
SpringerLink
Log in
Book cover

Service Excellence als Impulsgeber pp 271–285Cite as

Service Quality Grounded in Customer Experiences, Affect and Relationships

  • Chapter

  • 5458 Accesses

Abstract

So far the focus in research on service quality has been mainly on the cognitive dimensions and on quality factors linked to service episodes and critical incidents. However, there is a need to go beyond cognitive assessment (Edvardsson 2005). Quality of service has been defined and measured as the outcome of expected service compared to perceived service as delivered (Brady/Cronin 2001; Parasuraman et al. 1991). “According to the customer-oriented point of view, high service quality is given and received if the expectations of the customers, with respect to the relevant quality attributes, are fulfilled or more than fulfilled. In the supplier-oriented point of view, quality is given if the expectations of the supplier, regarding the fulfillment of defined performance standards, are met” (Stauss/Mang 1999, p. 331). This approach emphasizes cognitive assessment but does not explicitly pay attention to emotions. Furthermore, it is not clear what is meant by service, nor is the relationship context emphasized.

This is a preview of subscription content, log in via an institution.

Chapter
USD   29.95
Price excludes VAT (USA)
  • Available as PDF
  • Read on any device
  • Instant download
  • Own it forever
eBook
USD   99.00
Price excludes VAT (USA)
  • Available as PDF
  • Read on any device
  • Instant download
  • Own it forever
Hardcover Book
USD   129.99
Price excludes VAT (USA)
  • Durable hardcover edition
  • Dispatched in 3 to 5 business days
  • Free shipping worldwide - see info

Tax calculation will be finalised at checkout

Purchases are for personal use only

Learn about institutional subscriptions

Preview

Unable to display preview. Download preview PDF.

Unable to display preview. Download preview PDF.

References

  • Bagozzi, R. P./Gopinath, M./Nyer, P. U. (1999): The Role of Emotions in Marketing, in: Journal of the Academy of Marketing Science, Vol. 27,No. 2, pp. 184–206.

    Article  Google Scholar 

  • Berry, L./Carbone, L./Haeckel, S. (2002): Managing the Total Customer Experience, in: MIT Sloan Management Review, Vol. 43,No. 3, pp. 85–89.

    Google Scholar 

  • Bitner, M. J./Booms, B./Tetreault, M. S. (1990): The Service Encounter: Diagnosing Favorable and Unfavorable Incidents, in: Journal of Marketing, Vol. 54,No. 1, pp. 71–84.

    Article  Google Scholar 

  • Brady, M. K./Cronin, J. J. (2001): Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach, in: Journal of Marketing, Vol. 65,No. 3, pp. 34–49.

    Article  Google Scholar 

  • Cronin, J. J. (2003): Looking Back to See Forward in Services Marketing: Some Ideas to Consider, in: Managing Service Quality, Vol. 13,No. 5, pp. 332–337.

    Article  Google Scholar 

  • Cronin, J. J./Taylor, S. A. (1992): Measuring Service Quality: A Re-examination and Extension, in: Journal of Marketing, Vol. 56,No. 3, pp. 55–68.

    Article  Google Scholar 

  • Cronin, J. J./Brady, M. K./Hult, G. T. M. (2000): Assessing the Effects of Quality, Value and Customer Satisfaction on Consumer Behavioral Intentions, in: Journal of Retailing, Vol. 76,No. 2, pp. 193–218.

    Article  Google Scholar 

  • Derbaix, C./Pham, M. T. (1991): Affective Reactions to Consumption Situations: A Pilot Investigation, in: Journal of Economic Psychology, Vol. 12,No. 2, pp. 325–355.

    Article  Google Scholar 

  • Edvardsson, B. (1992): Service Breakdowns: A Study of Critical Incidents in an Airline, in: International Journal of Service Industry Management, Vol. 3,No. 4, pp. 17–29.

    Article  Google Scholar 

  • Edvardsson, B. (2005): Service Quality: Beyond Cognitive Assessment. A Guru’s View, in: Managing Service Quality, Vol. 15,No. 2, pp. 127–131.

    Article  Google Scholar 

  • Edvardsson, B./Luukkonen, M. (1996): Kritiska händelser. En studie inom Göteborgsregionens Lokaltrafik AB [Critical Incidents. A Study at GLAB], Karlstad, Sweden: Karlstad University, Service Research Center, No. 96:1.

    Google Scholar 

  • Edvardsson, B./Roos, I. (2001): Critical Incident Techniques-Towards a Framework for Analysing the Criticality of Critical Incidents, in: International Journal of Service Industry Management, Vol. 12,Nos. 3/4, pp. 251–268.

    Google Scholar 

  • Edvardsson, B./Gustafsson, A./Roos, I. (2005): Service Portraits in Service Research-A Critical Review, in: International Journal of Service Industry Management, Vol. 16,No. 1, pp. 107–121.

    Article  Google Scholar 

  • Flanagan, J. C. (1954): The Critical Incident Technique, in: Psychological Bulletin, Vol. 51, pp. 327–357.

    Article  Google Scholar 

  • Friman, M. (2004): The Structure of Affective Reactions to Critical Incidents, in: Journal of Economic Psychology, Vol. 25,No. 3, pp. 331–353.

    Article  Google Scholar 

  • Friman, M./Gärling, T. (2001): Frequency of Negative Critical Incidents and Satisfaction with Public Transport Services. II., in: Journal of Retailing and Consumer Services, Vol. 8, pp. 105–114.

    Article  Google Scholar 

  • Friman, M./Edvardsson, B./Gärling, T. (1998): Perceived Service Quality Attributes in Public Transport: Inferences from Complaints and Negative Critical Incidents, in: Journal of Public Transport, Vol. 2,No. 1, pp. 69–91.

    Google Scholar 

  • Friman, M./Edvardsson, B./Gärling, T. (2001): Frequency of Negative Critical Incidents and Satisfaction with Public Transport Services, in: Journal of Retailing and Consumer Services, Vol. 8, pp. 95–104.

    Article  Google Scholar 

  • Gardial, S. F./Flint, D. J./Woodruff, R. B. (1996): Trigger Events: Exploring the Relationships Between Critical Events and Consumer’s Evaluations, Standards, Emotions, Values and Behavior, in: Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, Vol. 9, pp. 35–51.

    Google Scholar 

  • Grönroos, C. (2001): Service Management and Marketing: A Customer Relationship Management Approach, 2nd ed., New York.

    Google Scholar 

  • Grönroos, C. (2007): In Search of a New Logic for Marketing, New York.

    Google Scholar 

  • Gustafsson, A./Johnson, M. (2003): Competing in a Service Economy: How to Create a Competitive Advantage through Service Development and Innovation, San Francisco.

    Google Scholar 

  • Gustafsson, A./Johnson, M. D./Roos, I. (2005): The Effects of Customer Satisfaction, Relationship Commitment Dimensions and Triggers on Customer Retention, in: Journal of Marketing, Vol. 69,No. 4, pp. 210–218.

    Article  Google Scholar 

  • Gustafsson, A./Roos, I./Edvardsson, B. (2004): Customer Clubs in a Relationship Perspective-A Telecom Case, in: Managing Service Quality, Vol. 14,Nos. 2/3, pp. 157–168.

    Google Scholar 

  • Hirschman, E. C./Hoolbrook, M. B. (1982): Hedonic Consumption: Emerging Concepts, Methods and Proposition, in: Journal of Marketing, Vol. 46,No. 3, pp. 92–101.

    Article  Google Scholar 

  • Johnson, M./Gustafsson, A. (2000): Improving Customer Satisfaction, Loyalty, and Profit. An Integrated Measurement and Management System, San Francisco.

    Google Scholar 

  • Johnston, R./Clark, G. (2001): Service Operations Management, London.

    Google Scholar 

  • Liljander, V./Strandvik, T. (1997): Emotions in Service Satisfaction, in: International Journal of Service Industry Management, Vol. 8,No. 2, pp. 148–169.

    Article  Google Scholar 

  • Lovelock, C. (1991): Services Marketing, Englewood Cliffs.

    Google Scholar 

  • Lovelock, C./Gummesson, E. (2004): Whither Services Marketing? In Search of a New Paradigm and Fresh Perspectives, in: Journal of Service Research, Vol. 7,No. 1, pp. 20–41.

    Article  Google Scholar 

  • Mano, H./Oliver, R. L. (1993): Assessing the Dimensionality and Structure of Consumption Experience: Evaluation, Feeling and Satisfaction, in: Journal of Consumer Research, Vol. 20, pp. 451–466.

    Article  Google Scholar 

  • Morris, W. N. (1989): Mood: The Frame of Mind, New York.

    Google Scholar 

  • Oliver, T. A. (1997): Satisfaction: A Behavioral Perspective on the Consumer, Boston.

    Google Scholar 

  • Olsen, M. J. (1992): Kvalitet i banktjänster-privatkunders upplevda problem med banktjänster [Quality in Banking Services. Problems in Banking Services Experienced by Private Customers]. Karlstad, Sweden: Karlstad University, Service Research Center.

    Google Scholar 

  • Parasuraman, A./Zeithaml, V./Berry, L. L. (1991): Refinement and Reassessment of the SERVQUAL Scale, in: Journal of Retailing, Vol. 67,No. 4, pp. 420–450.

    Google Scholar 

  • Pine, B. J./Gilmore, J. H. (1999): The Experience Economy-Work is Theatre & Every Business a Stage, Boston.

    Google Scholar 

  • Plutchik, R. (1980): Emotion: A Psychoevolutionary Synthesis, New York.

    Google Scholar 

  • Price, L. L./Arnould, E. J./Tierney, P. (1995): Going to Extremes: Managing Service Encounters and Assessing Provider Performance, in: Journal of Marketing, Vol. 59,No. 2, pp. 83–97.

    Article  Google Scholar 

  • Richins, M. L. (1997): Measuring Emotions in the Consumption Experience, in: Journal of Consumer Research, Vol. 24,No. 2, pp. 127–146.

    Article  Google Scholar 

  • Roos, I. (1999): Switching Processes in Customer Relationships, in: Journal of Service Research, Vol. 2,No. 1, pp. 376–393.

    Article  Google Scholar 

  • Roos, I./Friman, M./Edvardsson, B. (2007): Perceived Affective Feelings in Service Relationships: A Study of Triggers in Switching Processes, in: The International Journal of Service Industry Management (in Review Process).

    Google Scholar 

  • Russell, J. A. (1980): A Circumplex Model of Affect, in: Journal of Personality and Social Psychology, Vol. 39, pp. 1161–1178.

    Article  Google Scholar 

  • Russell, J. A. (2003): Core Affect and Psychological Construction of Emotion, in: Psychological Review, Vol. 110,No. 1, pp. 145–172.

    Article  Google Scholar 

  • Russell, J. A./Caroll, J. M. (1999): On the Bipolarity of Positive and Negative Affect, in: Psychological Bulletin, Vol. 125,No. 1, pp. 3–30.

    Article  Google Scholar 

  • Russell, J. A./Feldman Barrett, L. (1999): Core Affect, Prototypical Emotional Episodes, and Other Things Called Emotion: Dissecting the Elephant, in: Journal of Personality and Social Psychology, Vol. 76,No. 5, pp. 805–819.

    Article  Google Scholar 

  • Sherry, Jr. J. (Ed.) (1998): ServiceScapes. The Concept of Place in Contemporary Markets, Illinois.

    Google Scholar 

  • Solomon, M. R./Surpenant, C. F./Czepiel, J. A./Gutman, E. G. (1985): A Role Theory Perspective on Dyadic Interactions: The Service Encounter, in: Journal of Marketing, Vol. 49,No. 1, pp. 99–111.

    Article  Google Scholar 

  • Stauss, B. (1992): Attribute-based Versus Incident-based Measurement of Service Quality: Results of an Empirical Study in the German Car Service Industry, in: Kunst, P./Lemmink, J. (Eds.): Quality Management in Services, Maastricht.

    Google Scholar 

  • Stauss, B. (1993): Using the Critical Incident Technique in Measuring and Managing Service Quality, in: Scheuing, E./Christopher, W. F. (Eds.): The Service Quality Handbook, New York, pp. 408–427.

    Google Scholar 

  • Stauss, B./Mang, P. (1999): Cultural Shocks in Inter-Cultural Service Encounters, in: Journal of Services Marketing, Vol. 13,Nos. 4/5, pp. 329–346.

    Google Scholar 

  • Stauss, B./Neuhaus, P. (1997): The Qualitative Satisfaction Model, in: International Journal of Service Industry Management, Vol. 8,No. 3, pp. 236–249.

    Article  Google Scholar 

  • Stauss, B./Weinlich, B. (1997): Process-oriented Measurement of Service Quality: Applying the Sequential Incident Technique, in: European Journal of Marketing, Vol. 31,No. 1, pp. 33–55.

    Article  Google Scholar 

  • Stauss, B./Chojnacki, K./Decker, A./Hoffman, F. (2001): Retention Effects of a Customer Club, in: International Journal of Service Industry Management, Vol. 12,No. 1, pp. 7–19.

    Article  Google Scholar 

  • Thayer, R. E. (1989): The Biopsychology of Mood and Arousal, New York.

    Google Scholar 

  • Vargo, S. L./Lusch, R. F. (2004a): Evolving to a New Dominant Logic of Marketing, in: Journal of Marketing, Vol. 68,No. 1, pp. 1–17.

    Article  Google Scholar 

  • Vargo, S. L./Lusch, R. F. (2004b): The Four Service Marketing Myths-Remnants of a Goods-Based, Manufacturing Model, in: Journal of Service Research, Vol. 6,No. 4, pp. 324–335.

    Article  Google Scholar 

  • Voss, C. (2003): The Experience Profit Cycle, in: Research Report, Center for Operations and Technology Management, London Business School, London.

    Google Scholar 

  • Watson, D./Tellegen, A. (1985): Toward a Consensual Structure of Mood, in: Psychological Bulletin, Vol. 98, pp. 219–235.

    Article  Google Scholar 

  • Westbrook, R. A./Oliver, R. L. (1991): The Dimensionality of Consumption Emotion Patterns and Consumer Satisfaction, in: Journal of Consumer Research, Vol. 18, pp. 84–91.

    Article  Google Scholar 

  • Wong, A. (2004): The Role of Emotions in Service Encounters, in: Managing Service Quality, Vol. 14,No. 5, pp. 365–376.

    Article  Google Scholar 

  • Zeithaml, V./Bitner, M. J. (2003): Services Marketing: Integrating Customer Focus Across the Firm, 3rd ed., New York.

    Google Scholar 

Download references

Author information

Authors and Affiliations

  1. CTF - Service Research Center, Department of Business and Economics, Karlstad University, Karlstad

    Prof. Dr. Bo Edvardsson (Professor), Prof. Dr. Margareta Friman (Associate Professor in Psychology) & Prof. Dr. Inger Roos (Associate Professor)

Authors
  1. Prof. Dr. Bo Edvardsson
    View author publications

    You can also search for this author in PubMed Google Scholar

  2. Prof. Dr. Margareta Friman
    View author publications

    You can also search for this author in PubMed Google Scholar

  3. Prof. Dr. Inger Roos
    View author publications

    You can also search for this author in PubMed Google Scholar

Editor information

Editors and Affiliations

  1. Katholischen Universität Eichstätt-Ingolstadt, Germany

    Matthias H. J. Gouthier (Wissenschaftlicher Assistent und Habilitand von Prof. Dr. Bernd Stauss am Lehrstuhl für ABWL und Dienstleistungsmanagement) (Wissenschaftlicher Assistent und Habilitand von Prof. Dr. Bernd Stauss am Lehrstuhl für ABWL und Dienstleistungsmanagement)

  2. Institut für Facility und Hospitality Management der Zürcher Hochschule für Angewandte Wissenschaften, Germany

    Christian Coenen (Dozent für Marketing und Services Management) (Dozent für Marketing und Services Management)

  3. Fakultät für Betriebswirtschaft und Wirtschaftsinformatik der Fachhochschule Deggendorf, Deggendorf

    Henning S. Schulze (Professor für Marketing und Dienstleistungsmanagement) (Professor für Marketing und Dienstleistungsmanagement)

  4. Betriebswirtschaftslehre und Marketing, Hochschule für Angewandte Wissenschaften Hamburg, Hamburg

    Christoph Wegmann (Inhaber einer Professur) (Inhaber einer Professur)

Rights and permissions

Reprints and permissions

Copyright information

© 2007 Betriebswirtschaftlicher Verlag Dr. Th. Gabler | GWV Fachverlage GmbH, Wiesbaden

About this chapter

Cite this chapter

Edvardsson, B., Friman, M., Roos, I. (2007). Service Quality Grounded in Customer Experiences, Affect and Relationships. In: Gouthier, M.H.J., Coenen, C., Schulze, H.S., Wegmann, C. (eds) Service Excellence als Impulsgeber. Gabler. https://doi.org/10.1007/978-3-8349-9544-5_16

Download citation

Publish with us

Policies and ethics

Search

Navigation