Cândido, CarlosMorris, D. S.2014-03-242014-03-242001Cândido, Carlos J.F. e David S. Morris (2001) The Implications of Service Quality Gaps for Strategy Implementation, Total Quality Management, Vol. 12, Nos. 7&8.09544127 (print)13600613 (onlilne)AUT: CCA00501;http://hdl.handle.net/10400.1/3714This 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.engService QualityQuality ManagementStrategy implementationBusiness StrategyHotel industryHospitality industryAlgarvejournal article