Service quality: mind the gap!

Conference paper


Boulter, L. and Bendell, A. 2010. Service quality: mind the gap! 13th QMOD Conference on Quality and Service Science.. Cottbus, Germany 30 Aug - 01 Sep 2010
TypeConference paper
TitleService quality: mind the gap!
AuthorsBoulter, L. and Bendell, A.
Abstract

The characteristics of service can be somewhat slippery and difficult to pin down, not least of all because any given service can only be seen through the eyes of its recipient. This is emphasised by Peters (1985) who stated that ‘customers perceive service in their own unique, idiosyncratic, emotional, irrational, end-of-the-day, and totally human terms.’ Furthermore, and as is noted by Deming (1986) compared to a customer’s reaction to the quality of manufactured goods a customer’s reaction to service quality is immediate. However, service quality, whatever it may be, and however complex a phenomena it might also be, cannot be ignored since service quality can be a key competitive differentiating factor. The SERVQUAL scale or gaps model as it has become known is a common method of measuring service quality. This paper will review the gaps model 25 years on, and make a critical evaluation and assessment of whether the model is still as appropriate in view of the current service environment being dynamic and much changed.

Conference13th QMOD Conference on Quality and Service Science.
Publication process dates
Deposited25 Jan 2011
Output statusPublished
Copyright Statement

Permission granted by conference organisers.

LanguageEnglish
File
Permalink -

https://repository.mdx.ac.uk/item/83178

Download files

  • 121
    total views
  • 181
    total downloads
  • 8
    views this month
  • 26
    downloads this month

Export as

Related outputs

Psychopathy and an absence of love in organizations
Boddy, C. and Boulter, L. 2022. Psychopathy and an absence of love in organizations. in: Pirson, M. (ed.) Love and Organization: Lessons of Love for Human Dignity, Leadership and Motivation New York and London Routledge. pp. 298-326
Subclinical psychopathy, interpersonal workplace exchanges and moral emotions through the lens of affective events theory (AET)
Boulter, L. and Boddy, C. 2021. Subclinical psychopathy, interpersonal workplace exchanges and moral emotions through the lens of affective events theory (AET). Journal of Organizational Effectiveness. 8 (1), pp. 44-58. https://doi.org/10.1108/JOEPP-12-2019-0120
How so many toxic employees ascend to leadership
Boddy, C., Boulter, L. and Fishwick, S. 2021. How so many toxic employees ascend to leadership. in: Örtenblad, A. (ed.) Debating Bad Leadership: Reasons and Remedies Palgrave Macmillan. pp. 69-85
Total quality beyond North America: a comparative analysis of the performance of European excellence award winners
Boulter, L., Bendell, T. and Dahlgaard, J. 2013. Total quality beyond North America: a comparative analysis of the performance of European excellence award winners. Internatonal Journal of Operations and Production Management. 33 (2), pp. 197-215. https://doi.org/10.1108/01443571311295635