A systematic review of measurements of service quality and consumer experience

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dc.contributor.advisor Maklan, Stan
dc.contributor.author Klaus, Philipp
dc.date.accessioned 2007-12-06T11:55:30Z
dc.date.available 2007-12-06T11:55:30Z
dc.date.issued 2007-08
dc.identifier.uri http://hdl.handle.net/1826/2042
dc.description.abstract The challenge of predicting consumer behaviour is widely considered by the literature as a rather daunting, but worthwhile task. Which manager or academic would not be interested in using or developing a framework enabling one to predict future behaviour better than existing measurements? Refering to the old saying, stating that ‘only what gets measured, gets managed’, indicating what the literature addresses as a need to track the influence of change through measurements. In order to address my research question and explore the proposition ‘Can a measurement of service quality based on consumer experience be a better predictor of consumer behaviour?’ this paper examines the existing literature in two fields of literature. On the one hand I will be investigating studies in the context of existing measurements of service quality to assess the first part of my research question to determine the ‘status quo’, application and characteristics of the literature on measurements of service quality. On the other hand the paper will select, appraise, and synthesize the relevant literature on consumer behaviour to address the second part of the research question, if, and if yes, how the phenomenon of consumer experience could be the foundation for a measurement of service quality capable of predicting consumer behaviour better than existing measurements of service quality. By systematically reviewing the existing literature I am aiming on contributing to the literature addressing the challenges of predicting consumer behaviour. en
dc.format.extent 12432961 bytes
dc.format.mimetype application/pdf
dc.language.iso en en
dc.publisher Cranfield University en
dc.rights © Cranfield University 2007. All rights reserved. No part of this publication may be reproduced without the written permission of the copyright owner. en
dc.title A systematic review of measurements of service quality and consumer experience en
dc.type Thesis or dissertation en
dc.type.qualificationlevel Masters en
dc.type.qualificationname MSc en

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