A Customer Experience-centric Approach to Service Quality

Mauricy  Alves da Motta Filho

A Customer Experience-centric Approach to Service Quality

Mauricy Alves da Motta Filho

Product-Market Relations

Research output: Contribution to journal › Article › Professional

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

Access to Document

https://www.service-design-network.org/touchpoint/vol-10-2-designing-the-future/a-customer-experience-centric-approach-to-service-quality

Cite this

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

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