A Customer Experience-centric Approach to Service Quality

Mauricy Alves da Motta Filho

Research output: Contribution to journalArticleProfessional


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
Issue number2
Publication statusPublished - 2018

Cite this