The implications of service quality gaps for strategy implementation

Cândido, Carlos; Morris, D. S.

http://hdl.handle.net/10400.1/3714

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Authors

Cândido, Carlos

Morris, D. S.

Abstract(s)

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.

Keywords

Service Quality Quality Management Strategy implementation Business Strategy Hotel industry Hospitality industry Algarve

URI

http://hdl.handle.net/10400.1/3714

Citation

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.