A critical review of service excellence models: towards developing an integrated framework

A critical review of service excellence models: towards developing an integrated framework Service excellence is increasingly being recognized as a critical factor for the success of a business. Notwithstanding its growing popularity, systematic approaches for the implementation of service excellence are lacking, and the models for service excellence are still developing. This paper provides a critical analysis of different models of service excellence. The purpose is to determine their strengths, limitations, and adequacy to provide a structured approach to service excellence implementation. The findings show that while individual models have their strengths and limitations, none provides a comprehensive approach to systematic implementation and management. The limitations of each model warrant the use of an integrated approach to develop an overarching system for service excellence. This paper develops a framework that builds on the integrated use of service excellence models. The use of the framework is illustrated with examples. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Quality & Quantity Springer Journals

A critical review of service excellence models: towards developing an integrated framework

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Publisher
Springer Netherlands
Copyright
Copyright © 2014 by Springer Science+Business Media Dordrecht
Subject
Social Sciences, general; Methodology of the Social Sciences; Social Sciences, general
ISSN
0033-5177
eISSN
1573-7845
D.O.I.
10.1007/s11135-014-0022-y
Publisher site
See Article on Publisher Site

Abstract

Service excellence is increasingly being recognized as a critical factor for the success of a business. Notwithstanding its growing popularity, systematic approaches for the implementation of service excellence are lacking, and the models for service excellence are still developing. This paper provides a critical analysis of different models of service excellence. The purpose is to determine their strengths, limitations, and adequacy to provide a structured approach to service excellence implementation. The findings show that while individual models have their strengths and limitations, none provides a comprehensive approach to systematic implementation and management. The limitations of each model warrant the use of an integrated approach to develop an overarching system for service excellence. This paper develops a framework that builds on the integrated use of service excellence models. The use of the framework is illustrated with examples.

Journal

Quality & QuantitySpringer Journals

Published: Apr 18, 2014

References

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