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Aesthetic service quality: a study of a symphony orchestra
Högskolan Väst, Institutionen för ingenjörsvetenskap, Avdelningen för maskinteknik och naturvetenskap.ORCID-id: 0000-0001-5545-5457
Linnaeus Univ, Dept Mkt, Sch Business & Econ, SE-39182 Kalmar, Sweden.
2017 (Engelska)Ingår i: Total Quality Management and Business Excellence, ISSN 1478-3363, E-ISSN 1478-3371, Vol. 28, nr 3-4, s. 318-330Artikel i tidskrift (Refereegranskat) Published
Abstract [en]

The purpose of this paper is to explore service quality in classical music, to relate the findings to the essence of Beauty that Kant, Plato and others describe and to discuss the implications for practice and research regarding aesthetical organisations. Some of the views of Beauty held by Plato and Kant are described and related to the theories of service quality, particularly the fundamental premises of the service dominant logic of marketing. An empirical study has been carried out at the Gothenburg Symphony Orchestra. In-depth interviews with members of the orchestra have provided qualitative data that have been analysed. The musicians’ views of quality in classical music are described. The findings are related to the philosophical theories of beauty and to the service quality theory. A model of quality dimensions in classical music is proposed. The findings of the study provide a vantage point for better understanding of the relationship between aesthetics and service quality. Service quality in music has not previously been studied and related to aesthetical theory. A limitation is that the study has only been carried out in one orchestra in one country. For managers of organisations with aesthetic activities, the study provides guidance into how service quality can be seen and handled.

Ort, förlag, år, upplaga, sidor
2017. Vol. 28, nr 3-4, s. 318-330
Nyckelord [en]
Beauty; service quality; service dominant logic of marketing; aesthetics; classical music; Kant; Plato
Nationell ämneskategori
Tillförlitlighets- och kvalitetsteknik
Forskningsämne
TEKNIK, Kvalitetsutveckling
Identifikatorer
URN: urn:nbn:se:hv:diva-10912DOI: 10.1080/14783363.2015.1082419ISI: 000397039800006Scopus ID: 2-s2.0-84940782309OAI: oai:DiVA.org:hv-10912DiVA, id: diva2:1089333
Tillgänglig från: 2017-04-19 Skapad: 2017-04-19 Senast uppdaterad: 2022-09-13Bibliografiskt granskad

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