Skip to main content

Research Repository

Advanced Search

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

Smith, Mel; Lerigo-Jones, Moya

Authors

Profile image of Mel Smith

Dr Mel Smith Mel.Smith@uwe.ac.uk
Associate Professor in Strat & Ops Mngt

Moya Lerigo-Jones Moya.Lerigo-Jones@uwe.ac.uk
Lecturer in Operations and Innovation Management



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Presentation Conference Type Conference Paper (unpublished)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