Consumer performance and quality in services

Abstract

This article argues for the pivotal role of consumer performance in services – the quality of the ability of the consumer to fulfil their production role. It argues that script theory is ideally suited to understanding performance. It highlights a study which confirms that it is possible to measure the quality of scripts, shows their antecedents and relates script quality directly to performance and consumer satisfaction.

Citation

Bateson, J. (2002), "Consumer performance and quality in services", Managing Service Quality: An International Journal, Vol. 12 No. 4, pp. 206-209. https://doi.org/10.1108/09604520210434811