What are the consequences for strategy implementation of service quality gaps?

What is it about?

This article addresses the problem of service quality strategy implementation. It 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 then combined with the service quality gaps model, drawn at a previous paper by the same authors.

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Photo by Jukan Tateisi on Unsplash

Photo by Jukan Tateisi on Unsplash

Why is it important?

This paper is important because it (1) proposes a pattern of service quality gaps occurring at each stage of a service quality strategy implementation; (2) identifies the organisational variables that can be manipulated to eliminate service quality gaps at each stage of the formulation and implementation process; and (3) indicates several implications to the literature and to practising managers.