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.