Services quality and satisfaction

• Published in: The Journal of services marketing 1998-02, Vol.12 (1), p.59-72
• Main Authors: Swan, John E, Bowers, Michael R
• Format: Article
• Language: English
• Subjects: Airports; Birds; Consumer behavior; Customer satisfaction; Customer services; Ethnography; Focus groups; Interaction; Quality of service; Questionnaires; Service industries; Service quality; Services marketing; Solitary confinement
• ISSN: 0887-6045; 2054-1651
• DOI: 10.1108/08876049810202375

Contemporary research on service quality and satisfaction has limitations. First, current satisfaction models treat the consumer as an isolated individual, not considering the social context of the service provision. Second, while satisfaction and quality are thought to be process outcomes, the dominant survey research approaches are not well suited to learning about processes. Finally, popular paradigms assume consumers' determination of service quality and satisfaction is based solely on a set of attributes. Symbolic interaction and ethnographic methods expand the theoretical basis of service quality satisfaction research beyond an individually centered psychological view to consider social influences and processes, thereby providing a deeper understanding of how consumers experience quality and satisfaction. The knowledge gained from this approach is easily accessible to service managers and may serve to improve employee recruiting, training and evaluation. Examples of employing symbolic interaction and ethnographic methods are provided. Actions to improve the management of service providers are listed