The implications of service quality gaps for strategy implementation

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

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.