Values‐based service quality for sustainable business
Managing Service Quality: An International Journal
ISSN: 0960-4529
Article publication date: 17 July 2007
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
Citation
Enquist, B., Edvardsson, B. and Petros Sebhatu, S. (2007), "Values‐based service quality for sustainable business", Managing Service Quality: An International Journal, Vol. 17 No. 4, pp. 385-403. https://doi.org/10.1108/09604520710760535
Publisher
:Emerald Group Publishing Limited
Copyright © 2007, Emerald Group Publishing Limited