A Synthesised Service Quality Model with Managerial Implications

A Synthesised Service Quality Model with Managerial Implications 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. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png International Journal of Service Industry Management Emerald Publishing

A Synthesised Service Quality Model with Managerial Implications

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Publisher
Emerald Publishing
Copyright
Copyright © 1990 MCB UP Ltd. All rights reserved.
ISSN
0956-4233
DOI
10.1108/09564239010001640
Publisher site
See Article on Publisher Site

Abstract

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.

Journal

International Journal of Service Industry ManagementEmerald Publishing

Published: Apr 1, 1990

Keywords: Customers; Models; Service industries; Service quality

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