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.
Smith, M., & Lerigo-Jones, M. (2016, June). A new perspective on customer satisfaction and service quality measurement using service-dominant logic. Paper presented at Performance Measurement Association Conference 2016