Managing Service Quality · 2007 · 90 citations · 23 references
BusinessMarketingSustainability ManagementService DesignServices MarketingSustainable OperationsCultural ValuesService QualityService StrategySustainable Business ModelsSustainable Business PracticesValue CreationPerceived Service QualityService ValuesSustainable Value CreationSystematic Literature Review
The study explores how values‑based service quality can create sustainable service businesses by aligning customer value‑in‑use with desirable corporate culture values. The purpose of this research is to present a model for values‑based sustainable service business grounded in the concept of values‑based service quality. Based on a literature review and interpretations of five narratives from IKEA, the paper proposes a model of values‑based service quality for sustainable service business. The study identifies four dimensions of values‑based service quality and five dimensions of sustainability, all incorporated into the proposed model.
Purpose The purpose of this research is to present a model for values‐based sustainable service business grounded in the concept of values‐based service quality. Design/methodology/approach Based on a literature review and interpretations of five narratives from a values‐driven company, IKEA, the paper proposes a model of values‐based service quality for sustainable service business. Findings The study distinguishes four dimensions of values‐based service quality and five dimensions of sustainability. These are all incorporated in the proposed model. Originality/value This is a fundamental study of the role of values‐based service quality in creating sustainable service business based on value‐in‐use for customers and the desirable values of corporate culture with which products and services are associated.
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Evolving to a New Dominant Logic for Marketing
Stephen L. Vargo, Robert F. Lusch · Journal of Marketing · 2003 · 14.4K citations