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The implications of service quality gaps for strategy implementation
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| 2.2 MB | Adobe PDF |
Autores
Orientador(es)
Resumo(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.
Descrição
Palavras-chave
Service Quality Quality Management Strategy implementation Business Strategy Hotel industry Hospitality industry Algarve
Contexto Educativo
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.