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Aesthetic service quality: a study of a symphony orchestra
University West, Department of Engineering Science, Division of Mechanical Engineering and Natural Sciences.ORCID iD: 0000-0001-5545-5457
Linnaeus Univ, Dept Mkt, Sch Business & Econ, SE-39182 Kalmar, Sweden.
2017 (English)In: Total quality management and business excellence (Online), ISSN 1478-3363, E-ISSN 1478-3371, Vol. 28, no 3-4, 318-330 p.Article in journal (Refereed) 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.

Place, publisher, year, edition, pages
Routledge, 2017. Vol. 28, no 3-4, 318-330 p.
Keyword [en]
Beauty; service quality; service dominant logic of marketing; aesthetics; classical music; Kant; Plato
National Category
Reliability and Maintenance
Research subject
ENGINEERING, Quality management
Identifiers
URN: urn:nbn:se:hv:diva-10912DOI: 10.1080/14783363.2015.1082419ISI: 000397039800006OAI: oai:DiVA.org:hv-10912DiVA: diva2:1089333
Available from: 2017-04-19 Created: 2017-04-19 Last updated: 2017-04-21Bibliographically approved

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CiteExportLink to record
Permanent link

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Cite
Citation style
  • apa
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
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  • asciidoc
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