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The Inner Side of Experience: The Meaning Behind Customer Satisfaction

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Methods and Instruments in the Study of Meaning-Making

Abstract

This paper aims to introduce a review of the evolution of customer satisfaction in the context of service quality as a process of experiential co-construction of meaning. The chapter starts from the basic definition of the main models in the quality literature (SERVQUAL, SERVPERF, ECSI, ACSI) and presents the evolution of the role of the customer as the main actor in the service domain, where satisfaction is a dynamic rather than a static process. In this context, the Prosumership Service Quality Model (PROSERV) is described in detail as a theoretical framework for considering the customer not only as a user/consumer of a service, but, through his active role in the relationship with the producer, contributes to the development of the service; thus, she herself becomes a producer or, in other words, a pro-sumer.

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Pasca, P., Ciavolino, E. (2023). The Inner Side of Experience: The Meaning Behind Customer Satisfaction. In: Salvatore, S., Veltri, G.A., Mannarini, T. (eds) Methods and Instruments in the Study of Meaning-Making. Culture in Policy Making: The Symbolic Universes of Social Action. Springer, Cham. https://doi.org/10.1007/978-3-031-21995-5_7

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