...Peter Murphy Asserts that there is good evidence that service quality may be achieved and sustained in the same way as is currently achieved and sustained in manufacturing industry by using simple measurement techniques. Moreover, there is evidence to suggest that the opportunity for continuous...

.... This paper reviews the origins and use of the concepts dissatisfaction, dissonance, disconfirmation and disaffection which are variously explored in a diverse collection of literature spanning service quality, the service experience and marketing. A framework is proposed that places these four concepts...