Publication
Charting service quality gaps
| dc.contributor.author | Cândido, Carlos | |
| dc.contributor.author | Morris, D. S. | |
| dc.date.accessioned | 2012-11-30T14:26:24Z | |
| dc.date.available | 2012-11-30T14:26:24Z | |
| dc.date.issued | 2000 | |
| dc.description.abstract | Some of the most influential models in the service management literature (Parasuraman et al., 1985; Grönroos, 1990) focus on the concept of service quality gap (SQG). Parasuraman et al. (1985) define a pioneering model with five SQGs, the concepts of which are amplified in Brogowicz et al.’s (1990) model. The latter has five types of encompassing gaps: information and feedback-related gaps; design-related gaps; implementation-related gaps; communication-related gaps; and customers’ perceptions and expectations related gaps. Additionally to this model amplification, other authors (e.g., Brown & Swartz, 1989) have pointed to relevant SQGs that have not been considered previously. This paper integrates current models and a group of SQGs dispersed through the literature in a new comprehensive model. It draws a link between the model and the stages of a strategy process, emphasising the SQGs’ impact on the process and raising relevant research questions. | por |
| dc.description.sponsorship | FCT, FEUALG, UALG. | por |
| dc.identifier.citation | Cândido, Carlos J. F. & D. S. Morris (2000) Charting Service Quality Gaps, Total Quality Management, Vol. 11, Nos. 4/5&6, S463-S472. | por |
| dc.identifier.issn | 0954-4127 | |
| dc.identifier.other | AUT: CCA00501; | |
| dc.identifier.uri | http://hdl.handle.net/10400.1/1925 | |
| dc.language.iso | eng | por |
| dc.peerreviewed | yes | por |
| dc.publisher | Taylor & Francis | por |
| dc.relation.publisherversion | http://www.tandfonline.com/doi/abs/10.1080/09544120050007779 | por |
| dc.subject | Service quality | por |
| dc.title | Charting service quality gaps | por |
| dc.type | journal article | |
| dspace.entity.type | Publication | |
| oaire.citation.endPage | S472 | por |
| oaire.citation.issue | 4-6 | por |
| oaire.citation.startPage | S463 | por |
| oaire.citation.title | Total Quality Management | por |
| oaire.citation.volume | 11 | 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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