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

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.