haku: @author Sandberg, J. / yhteensä: 4
viite: 4 / 4
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| Tekijä: | Schembri, S. Sandberg, J. |
| Otsikko: | Service quality and the consumer's experience: towards an interpretive approach |
| Lehti: | Marketing Theory
2002 : JUN, VOL. 2:2, p. 189-205 |
| Asiasana: | Consumer expectations Service quality |
| Vapaa asiasana: | Ontology Consumer orientation |
| Kieli: | eng |
| Tiivistelmä: | The authors propose an alternative approach to service quality research that aims towards a more genuine understanding of the consumer's perspective on quality experienced within a service context. Contemporary service quality research is suggested to be limited in its inherent third-person perspective and the interpretive, specifically phenomenographic, approach put forward here is suggested as a means of achieving a first-person perspective on service quality. |
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