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A new perspective on customer satisfaction and service quality measurement using service-dominant logic (2016)
Presentation / Conference
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

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 loya... Read More about A new perspective on customer satisfaction and service quality measurement using service-dominant logic.


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