Use this URL to cite or link to this record in EThOS: https://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.777422
Title: Understanding, measuring and controlling customer service quality evaluation : an extension through psychology and empirical study
Author: Lewis, Philip Edward
Awarding Body: University of Edinburgh
Current Institution: University of Edinburgh
Date of Award: 1996
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Abstract:
There is undoubtedly a psychological basis to the process of customer service quality evaluation (CSQE). Current understanding concerning the process by which customers evaluate the quality of service they receive from a service provider, fits in with fundamental psychology understanding stated by the psychology literature. By looking at the fundamental psychology framework as a whole, in the context of CSQE, it is possible to identify additional suggestions to the process of CSQE. The thesis reports the evaluation of the CSQE concept, empirical tests for its measurement and implications for the managerial measurement and control of CSQE. This research suggests that the customer's service quality evaluation, for both a service experience and a service provider, is derived by that customer using one of at least 3 CSQE heuristics. These CSQE heuristics are achieved by the customer comparing her or his generic attitude for a service experience, or service provider, with her or his generic comparison attitudes. These comparison attitudes are comprised of attitudes for outstanding, normal, and appalling service, (top, average and worst service). The generic attitude for the service experience or service provider is also compared with four other intermediate levels of service, together with the customer believed incidence of occurrence of service experiences or service providers at each of those levels. This use of expectations does not deny the existence of prediction expectations. On the contrary, prediction expectations are proposed both by the business and psychology literature. There is also no assumption that a customer necessarily evaluates the quality of a service experience or service provider after each service encounter. These suggestions do not contradict the major previous theories of CSQE, as much as they build on them. In this way understanding has been extended in this area of research.
Supervisor: Not available Sponsor: Not available
Qualification Name: Thesis (Ph.D.) Qualification Level: Doctoral
EThOS ID: uk.bl.ethos.777422  DOI: Not available
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