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Values-based service quality for sustainable business

Article Information:

Title:

Values-based service quality for sustainable business

Author(s):

Bo Enquist, Bo Edvardsson, Samuel Petros Sebhatu

Journal:

Managing Service Quality

Year:

2007

Volume:

17

Issue:

4

Page:

385 - 403


ISSN:

0960-4529


DOI:

10.1108/09604520710760535

Publisher:

Emerald Group Publishing Limited

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Abstract:

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.

Keywords:

Ecology, Economic sustainability, Service levels, Sustainable development, Value added


Article Type:

Research paper


Article URL:

http://www.emeraldinsight.com/10.1108/09604520710760535

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