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Mapping and measuring service quality: The implications of Henri Bergson?s philosophy

Sliwa, M (2008) 'Mapping and measuring service quality: The implications of Henri Bergson?s philosophy.' Philosophy of Management, 6 (3). pp. 114-134.

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This paper discusses the potential contribution of Henri Bergson?s philosophy to the theory and practice of service quality measurement. First, it summarises some of the theoretical developments within the field of service quality measurement and points to areas of controversy found within the extant publications. Then, it proposes that a greater appreciation of philosophy, in particular the writings of Henri Bergson, can help address the apparent inconsistencies and gaps observed in the literature. Finally, the paper offers suggestions regarding the potential implications of Bergson?s philosophy for the measurement of service quality in contemporary organisations.

Item Type: Article
Subjects: B Philosophy. Psychology. Religion > B Philosophy (General)
H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions: Faculty of Social Sciences
Faculty of Social Sciences > Essex Business School
SWORD Depositor: Elements
Depositing User: Elements
Date Deposited: 28 Jan 2015 12:25
Last Modified: 06 Jan 2022 13:22

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