A Customer Experience-centric Approach to Service Quality

Mauricy Alves da Motta Filho

Research output: Contribution to journalArticleProfessional

Abstract

Traditionally, the concept of ‘Service Quality’ (SQ) is de ned as the gap between expectation and perception1. In this article, we present a customer experience-centric approach to service quality that focuses on the impact that service design processes have in delivering a strategically-de ned experience proposition.
Original languageEnglish
Pages (from-to)78-83
JournalTouchpoint
Volume10
Issue number2
Publication statusPublished - 2018

Cite this

Alves da Motta Filho, M. (2018). A Customer Experience-centric Approach to Service Quality. Touchpoint, 10(2), 78-83.
Alves da Motta Filho, Mauricy . / A Customer Experience-centric Approach to Service Quality. In: Touchpoint. 2018 ; Vol. 10, No. 2. pp. 78-83.
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Alves da Motta Filho, M 2018, 'A Customer Experience-centric Approach to Service Quality', Touchpoint, vol. 10, no. 2, pp. 78-83.

A Customer Experience-centric Approach to Service Quality. / Alves da Motta Filho, Mauricy .

In: Touchpoint, Vol. 10, No. 2, 2018, p. 78-83.

Research output: Contribution to journalArticleProfessional

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AB - Traditionally, the concept of ‘Service Quality’ (SQ) is de ned as the gap between expectation and perception1. In this article, we present a customer experience-centric approach to service quality that focuses on the impact that service design processes have in delivering a strategically-de ned experience proposition.

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Alves da Motta Filho M. A Customer Experience-centric Approach to Service Quality. Touchpoint. 2018;10(2):78-83.