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 language | English |
|---|---|
| Pages (from-to) | 78-83 |
| Journal | Touchpoint |
| Volume | 10 |
| Issue number | 2 |
| Publication status | Published - 2018 |