Values‐based service quality for sustainable business

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.

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