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Kundupplevd kvalitet i tjänsteverksamheter: En analys och kritik av den företagsekonomiska dialogen

Persson, Jan E LU (1997)
Abstract (Swedish)
Popular Abstract in Swedish

Kundens subjektiva upplevelse eller uppfattning har kommit att bli en närmast självklar utgångspunkt för dagens diskussioner om hur man bör definiera och mäta kvalitet på tjänster. Begreppet kundupplevd tjänstekvalitet har etablerats som något av ett axiom både inom näringslivet och inom företagsekonomisk forskning. I denna studie gör författarna en kritisk analys av begreppet kundupplevd tjänstekvalitet och visar varför detta begrepp långt ifrån är oproblematiskt och självklart. Författarna argumenterar i studien för ett intersubjektivt kvalitetsbegrepp och visar hur teoretiska såväl som vardagliga utsagor om kvalitet på tjänster kan analyseras som sociala och språkliga produkter.
Abstract
The contemporary discussion about how to define and measure the quality of services is dominated by a subjective perspective and quality is usually grounded in the customers perception. This conceptualisation of quality (perceived service quality) is well established in business and research. In contrast, this study is an argument for an intersubjective perspective grounded in language and demonstrates how theoretical statements as well as every-day-gossip about services and service quality can be analysed as linguistic products. First, we conduct a critical analysis of the concept of perceived service quality and show how and why this concept (the customers comparison of perception to expectations along general or specific quality... (More)
The contemporary discussion about how to define and measure the quality of services is dominated by a subjective perspective and quality is usually grounded in the customers perception. This conceptualisation of quality (perceived service quality) is well established in business and research. In contrast, this study is an argument for an intersubjective perspective grounded in language and demonstrates how theoretical statements as well as every-day-gossip about services and service quality can be analysed as linguistic products. First, we conduct a critical analysis of the concept of perceived service quality and show how and why this concept (the customers comparison of perception to expectations along general or specific quality dimensions) is problematic and ambiguous. Second, we examine the service concept and show how services can be understood as social processes where the customers make sense of the interactions by attributing meaning to the actions of themselves and others. Third, using Kenneth Burkes Grammar of Motives and its hexad of key terms (act, agent, scene, agency, attitude and purpose) we show how different theoretical perspectives on social interactions create different conclusions about how to understand and manage quality in services. Finally, we argue that service quality can be understood as the reasons customers give when they in a dialogue with other people explain their (dis)satisfaction with a service. (Less)
Please use this url to cite or link to this publication:
author
opponent
  • Prof. Grönroos, Christian, Swedish School of Economics, Helsinki, Finland
organization
alternative title
Perceived quality in services: An analysis and critique of the dialogue
publishing date
type
Thesis
publication status
published
subject
keywords
economic theory, econometrics, Economics, Marknadsanalys, Market study, Reason, Meaning, Dialogue, Interaction, Perception, Expectation, Service Quality, Satisfaction, economic systems, economic policy, Nationalekonomi, ekonometri, ekonomisk teori, ekonomiska system, ekonomisk politik
pages
226 pages
publisher
Hans Lindquist, Hantverkaregatan 17, S-211 55 Malmö or Jan E Persson, Torgasträdet 18c, S-296 72 Yngsjö,
defense location
Ekonomicentrum, Lund
defense date
1997-10-23 10:00
external identifiers
  • Other:ISRN: LUSADG/SAEK-97/1037 SE
ISBN
91-628-2677-8
language
Swedish
LU publication?
yes
id
acf10024-8d11-4974-bc03-850de1c2f7bb (old id 18101)
date added to LUP
2007-05-24 10:52:26
date last changed
2016-09-19 08:45:08
@misc{acf10024-8d11-4974-bc03-850de1c2f7bb,
  abstract     = {The contemporary discussion about how to define and measure the quality of services is dominated by a subjective perspective and quality is usually grounded in the customers perception. This conceptualisation of quality (perceived service quality) is well established in business and research. In contrast, this study is an argument for an intersubjective perspective grounded in language and demonstrates how theoretical statements as well as every-day-gossip about services and service quality can be analysed as linguistic products. First, we conduct a critical analysis of the concept of perceived service quality and show how and why this concept (the customers comparison of perception to expectations along general or specific quality dimensions) is problematic and ambiguous. Second, we examine the service concept and show how services can be understood as social processes where the customers make sense of the interactions by attributing meaning to the actions of themselves and others. Third, using Kenneth Burkes Grammar of Motives and its hexad of key terms (act, agent, scene, agency, attitude and purpose) we show how different theoretical perspectives on social interactions create different conclusions about how to understand and manage quality in services. Finally, we argue that service quality can be understood as the reasons customers give when they in a dialogue with other people explain their (dis)satisfaction with a service.},
  author       = {Persson, Jan E},
  isbn         = {91-628-2677-8},
  keyword      = {economic theory,econometrics,Economics,Marknadsanalys,Market study,Reason,Meaning,Dialogue,Interaction,Perception,Expectation,Service Quality,Satisfaction,economic systems,economic policy,Nationalekonomi,ekonometri,ekonomisk teori,ekonomiska system,ekonomisk politik},
  language     = {swe},
  pages        = {226},
  publisher    = {ARRAY(0xc7ed598)},
  title        = {Kundupplevd kvalitet i tjänsteverksamheter: En analys och kritik av den företagsekonomiska dialogen},
  year         = {1997},
}