A synthesised service quality model with managerial implications is presented. This synthesised model is based on the works of the Nordic and the North American schools of service research. The model presents the overall service quality gap as a result of both technical and functional quality gaps. The core of the synthesised model is the idea that management must determine both what customers expect and how they expect to get it. Management must plan, implement and control the service offering to limit, reduce, or eliminate service quality gaps.
International Journal of Service Industry Management – Emerald Publishing
Published: Apr 1, 1990
Keywords: Customers; Models; Service industries; Service quality
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