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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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.
Read the Original
This page is a summary of: The implications of service quality gaps for strategy implementation, Total Quality Management, December 2001, Taylor & Francis, DOI: 10.1080/09544120120095927.
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