Publication
The implications of service quality gaps for strategy implementation
| dc.contributor.author | Cândido, Carlos | |
| dc.contributor.author | Morris, D. S. | |
| dc.date.accessioned | 2014-03-24T12:15:37Z | |
| dc.date.available | 2014-03-24T12:15:37Z | |
| dc.date.issued | 2001 | |
| dc.description.abstract | 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. | por |
| dc.identifier.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. | por |
| dc.identifier.issn | 09544127 (print) | |
| dc.identifier.issn | 13600613 (onlilne) | |
| dc.identifier.other | AUT: CCA00501; | |
| dc.identifier.uri | http://hdl.handle.net/10400.1/3714 | |
| dc.language.iso | eng | por |
| dc.peerreviewed | yes | por |
| dc.publisher | Taylor & Francis | por |
| dc.relation.publisherversion | http://www.tandfonline.com/doi/abs/10.1080/09544120100000003 | por |
| dc.subject | Service Quality | por |
| dc.subject | Quality Management | por |
| dc.subject | Strategy implementation | por |
| dc.subject | Business Strategy | por |
| dc.subject | Hotel industry | por |
| dc.subject | Hospitality industry | por |
| dc.subject | Algarve | por |
| dc.title | The implications of service quality gaps for strategy implementation | por |
| dc.type | journal article | |
| dspace.entity.type | Publication | |
| oaire.citation.endPage | 833 | por |
| oaire.citation.issue | 7/8 | por |
| oaire.citation.startPage | 825 | por |
| oaire.citation.title | Total Quality Management Journal | por |
| oaire.citation.volume | 12 | por |
| person.familyName | Candido | |
| person.givenName | Carlos Joaquim Farias | |
| person.identifier.ciencia-id | DF13-9313-8491 | |
| person.identifier.orcid | 0000-0001-5875-1243 | |
| person.identifier.rid | C-3836-2008 | |
| person.identifier.scopus-author-id | 6602395626 | |
| rcaap.rights | openAccess | por |
| rcaap.type | article | por |
| relation.isAuthorOfPublication | 6e59a1a9-831d-4047-a7c0-1b8840dfcde7 | |
| relation.isAuthorOfPublication.latestForDiscovery | 6e59a1a9-831d-4047-a7c0-1b8840dfcde7 |
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