STRATEGIC MANAGEMENT OF SERVICE QUALITY: ADAPTING THE GAP MODEL TO SERVICE ENTERPRISES
DOI:
https://doi.org/10.5281/zenodo.23357857Abstract
The article examines strategic management of service quality based on the gaps model. Five gaps of the model are analysed and their interrelation revealed: the final gap perceived by the customer is formed as a function of the other four. This relation is decisive for management - the final result cannot be influenced directly and is managed through eliminating internal gaps. An assessment methodology across five service quality dimensions is adapted and applied to a worked example.Keywords
service quality, gaps model, strategic management, customer expectations, quality dimensions, assessment methodology, service enterpriseReferences
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