Utilize este identificador para referenciar este registo: http://hdl.handle.net/10400.1/3714
Título: The implications of service quality gaps for strategy implementation
Autor: Cândido, Carlos
Morris, D. S.
Palavras-chave: Service Quality
Quality Management
Strategy implementation
Business Strategy
Hotel industry
Hospitality industry
Algarve
Data: 2001
Editora: Taylor & Francis
Citação: Cândido, Carlos J.F. e David S. Morris (2001) The Implications of Service Quality Gaps for Strategy Implementation, Total Quality Management, Vol. 12, Nos. 7&8.
Resumo: This article addresses the problem of service quality strategy implementation and proposes three interrelated models: a static model of the organisation; a comprehensive dynamic model of the implementation process, both synthesised from the literature; and a mixed model, which integrates static and dynamic models. The mixed model is combined with the service quality gaps (SQGs) model, drawn at a previous congress paper, to propose a map of the pattern of SQGs occurring at each implementation stage; the organisational variables that can be manipulated to eliminate SQGs; and several implications to practising managers.
Peer review: yes
URI: http://hdl.handle.net/10400.1/3714
ISSN: 09544127 (print)
13600613 (onlilne)
Versão do Editor: http://www.tandfonline.com/doi/abs/10.1080/09544120100000003
Aparece nas colecções:FEC2-Artigos (em revistas ou actas indexadas)

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