From service quality to experience – and back again?

Research output: Contribution to journalJournal articleResearchpeer-review

Abstract

Purpose
- This paper aims to analyse the movement in the focus on customers within service management and marketing theories and service research that has taken place during the past three decades. The paper addresses the question: How did we, in service research, change from emphasizing quality to emphasizing experience?

Design/methodology/approach
- The paper analyses developments in service and experience theories. Experience has come onto the theoretical agenda, both in its own right and as a concept within service marketing and management theory.

Findings
- Experience has increasingly been a concept that has replaced quality in service marketing theories. However, an independent experience economy paradigm has also emerged. Recently, the societal emphasis on productivity may lead back to functional quality re-emerges in theories; however, it will most likely be in a new version.

Originality/value
- This analysis is a profound theory-critical analysis of the actually very widely used concept experience in service theories. The analysis present an understanding of what experience means in these theories and how it relates to the quality concept. This is an original contribution to a deeper understanding of service marketing and service quality theories.
Original languageEnglish
JournalInternational Journal of Quality and Service Sciences
Volume7
Issue number1
Pages (from-to)107-119
ISSN1756-669X
Publication statusPublished - 2015

Cite this

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title = "From service quality to experience – and back again?",
abstract = "Purpose- This paper aims to analyse the movement in the focus on customers within service management and marketing theories and service research that has taken place during the past three decades. The paper addresses the question: How did we, in service research, change from emphasizing quality to emphasizing experience?Design/methodology/approach- The paper analyses developments in service and experience theories. Experience has come onto the theoretical agenda, both in its own right and as a concept within service marketing and management theory.Findings- Experience has increasingly been a concept that has replaced quality in service marketing theories. However, an independent experience economy paradigm has also emerged. Recently, the societal emphasis on productivity may lead back to functional quality re-emerges in theories; however, it will most likely be in a new version.Originality/value- This analysis is a profound theory-critical analysis of the actually very widely used concept experience in service theories. The analysis present an understanding of what experience means in these theories and how it relates to the quality concept. This is an original contribution to a deeper understanding of service marketing and service quality theories.",
author = "Jon Sundbo",
year = "2015",
language = "English",
volume = "7",
pages = "107--119",
journal = "International Journal of Quality and Service Sciences",
issn = "1756-669X",
publisher = "JAI Press",
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}

From service quality to experience – and back again? / Sundbo, Jon.

In: International Journal of Quality and Service Sciences, Vol. 7, No. 1, 2015, p. 107-119.

Research output: Contribution to journalJournal articleResearchpeer-review

TY - JOUR

T1 - From service quality to experience – and back again?

AU - Sundbo, Jon

PY - 2015

Y1 - 2015

N2 - Purpose- This paper aims to analyse the movement in the focus on customers within service management and marketing theories and service research that has taken place during the past three decades. The paper addresses the question: How did we, in service research, change from emphasizing quality to emphasizing experience?Design/methodology/approach- The paper analyses developments in service and experience theories. Experience has come onto the theoretical agenda, both in its own right and as a concept within service marketing and management theory.Findings- Experience has increasingly been a concept that has replaced quality in service marketing theories. However, an independent experience economy paradigm has also emerged. Recently, the societal emphasis on productivity may lead back to functional quality re-emerges in theories; however, it will most likely be in a new version.Originality/value- This analysis is a profound theory-critical analysis of the actually very widely used concept experience in service theories. The analysis present an understanding of what experience means in these theories and how it relates to the quality concept. This is an original contribution to a deeper understanding of service marketing and service quality theories.

AB - Purpose- This paper aims to analyse the movement in the focus on customers within service management and marketing theories and service research that has taken place during the past three decades. The paper addresses the question: How did we, in service research, change from emphasizing quality to emphasizing experience?Design/methodology/approach- The paper analyses developments in service and experience theories. Experience has come onto the theoretical agenda, both in its own right and as a concept within service marketing and management theory.Findings- Experience has increasingly been a concept that has replaced quality in service marketing theories. However, an independent experience economy paradigm has also emerged. Recently, the societal emphasis on productivity may lead back to functional quality re-emerges in theories; however, it will most likely be in a new version.Originality/value- This analysis is a profound theory-critical analysis of the actually very widely used concept experience in service theories. The analysis present an understanding of what experience means in these theories and how it relates to the quality concept. This is an original contribution to a deeper understanding of service marketing and service quality theories.

M3 - Journal article

VL - 7

SP - 107

EP - 119

JO - International Journal of Quality and Service Sciences

JF - International Journal of Quality and Service Sciences

SN - 1756-669X

IS - 1

ER -