Dynamic Perspective of Service Experience: A Review of the Literature

Abstract

This paper employs a path model to investigate the variation in how service quality is experienced by consumers. Effectively, this approach acknowledges that different consumers hold different meaning for similar service quality experiences. While prior research has examined the relationship between service quality from a static and episode perspective, the present study examines those relationships from a dynamic perspective. Consequently, the main objective of this paper is to examine the impact and evaluation of various attributes in the overall perception of service quality across customers with varying consumption relationship with the service firm. The second objective of the study is to explore the relationship between overall quality perceptions, customer satisfaction and service loyalty in the time-based perspective.