Service quality: beyond cognitive assessment

By Bo Edvardsson. 2005

335 citations recorded by the source corpus.

Subfields: Marketing, Organizational Behavior and Human Resource Management

View Paper: https://www.semanticscholar.org/paper/168ee65a591f0d1269ca20b01f44d60250222381

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In Organizational Behavior and Human Resource Management

Citations in the corpus

Personalization and hedonic motivation in creating customer experiences and loyalty in omnichannel retail (2020, background): “An emotional experience, whether positive or negative, influences a consumer’s information processing and builds long-term associations in a consumer’s memory, which can lead to certain behaviors, such as recommendations (Edvardsson, 2005; Lemke et al., 2011).”
Customer sociability and the total service experience (2010, background): “Although there is recognition that customer-perceived value in the service experience involves both cognitive and emotional responses (Berry et al., 2006; Edvardsson, 2005), little attention has been paid to customer dispositional characteristics.”
Employee Emotional Competence (2016, methodology): “To evaluate nomological validity, we included several components of the service encounter experience (Edvardsson 2005), including measures of positive and negative emotions (van Dolen, de Ruyter, and Lemmink 2004), customeremployee rapport (Gremler and Gwinner 2000), encounter satisfaction (van…”
Measuring customer experience in service: A systematic review (2019, background): “can create a unique and sustainable advantage for any company over time (Edvardsson, 2005; Hunter, 2015).”
Adopting a service logic for marketing (2006, background): “Also, the concept of perceived service quality, where quality perception takes place during the consumption process, was developed and introduced to help understand the consumption of services (Gronroos, 1982:33‐34, 1984; see also Edvardsson, 2005, on the role of service quality and the service ex”
Projecting corporate brand image and behavioral response in business schools: Cognitive or affective brand attributes? (2014, background): “Perceived service quality is only a form of cognitive evaluation (Brady & Cronin, 2001; Chiu, 2002) and researchers should go beyond this in identifying the emotional or intangible brand aspect of a service (Edvardsson, 2005).”