A new perspective on customer satisfaction and service quality measurement using service-dominant logic

Smith, Mel; Lerigo-Jones, Moya

Abstract

Service-based performance measures assess discreet service encounters, rather than value-in-use. However, service-dominant logic suggests a longer term focus is more appropriate, offering businesses the chance to build relationships and customer loyalty. This paper argues that a reconceptualization of customer satisfaction measurements is required to achieve this. A structured literature review investigates the conceptual differences between service quality and customer satisfaction and the constructs used to measure them. The results show that, using a service-dominant logic lens, service quality becomes a measure of discreet service encounters whilst customer satisfaction, being theoretically distinct, can become a measure value-in-use over time.

• Presentation Conference Type: Conference Paper (unpublished)
• Conference Name: Performance Measurement Association Conference 2016
• Start Date: Jun 26, 2016
• End Date: Jun 29, 2016
• Acceptance Date: Jun 26, 2016
• Deposit Date: May 31, 2019
• Peer Reviewed: Peer Reviewed
• Public URL: https://uwe-repository.worktribe.com/output/910751
• Additional Information: Title of Conference or Conference Proceedings : Performance Measurement Association Conference, Edinburgh, June 2016.
• Contract Date: May 31, 2019