A Synthesised Service Quality Model with Managerial Implications
International Journal of Service Industry Management
ISSN: 0956-4233
Article publication date: 1 April 1990
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.
Keywords
Citation
Brogowicz, A.A., Delene, L.M. and Lyth, D.M. (1990), "A Synthesised Service Quality Model with Managerial Implications", International Journal of Service Industry Management, Vol. 1 No. 1, pp. 27-45. https://doi.org/10.1108/09564239010001640
Publisher
:MCB UP Ltd
Copyright © 1990, MCB UP Limited