Welcome / Research output / Articles / Articles published in selected journals (indexed in CEFAGE ranking) / The implications of service quality gaps for strategy implementation

The implications of service quality gaps for strategy implementation

Cāndido, C., D.S. Morris (2001), "The implications of service quality gaps for strategy implementation", Total Quality Management, 12(7-8), 825-833.
Abstract:

This article addresses the problem of service quality strategy implementation and proposes three interrelated models: a static model of the organization; a comprehensive dynamic model of the implementation process, both synthesized 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 paper, to propose: a map of the pattern of SQGs occurring at each implementation stage; the organizational variables that can be manipulated to eliminate SQGs; and several implications to practising managers.