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

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

Cite this

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title = "A Customer Experience-centric Approach to Service Quality",

abstract = "Traditionally, the concept of {\textquoteleft}Service Quality{\textquoteright} (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.",

author = "\{Alves da Motta Filho\}, Mauricy",

year = "2018",

language = "English",

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journal = "Touchpoint",

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publisher = "Logos Verlag Berlin GmbH",

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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.

M3 - Article

SN - 1868-6052

VL - 10

SP - 78

EP - 83

JO - Touchpoint

JF - Touchpoint

IS - 2

ER -

A Customer Experience-centric Approach to Service Quality

Abstract

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