Dynamic Perspective of Service Experience: A Review of the Literature

Research output: Chapter in Book/Conference proceedingBook Chapterpeer-review


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.

Original languageEnglish
Title of host publicationDevelopments in Marketing Science
Subtitle of host publicationProceedings of the Academy of Marketing Science
PublisherSpringer Nature
Number of pages5
Publication statusPublished - 2015
Externally publishedYes

Publication series

NameDevelopments in Marketing Science: Proceedings of the Academy of Marketing Science
ISSN (Print)2363-6165
ISSN (Electronic)2363-6173


  • Behavioral Intention
  • Consumer Research
  • Customer Satisfaction
  • Quality Perception
  • Service Quality

ASJC Scopus subject areas

  • Marketing
  • Strategy and Management


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