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What is Service Quality Gap Model

Chapter 696
Encyclopedia of Information Science and Technology, Third Edition
A model, constructed by Parasuraman et al. (1985) , that describes the major gaps between the actions of organizations seeking to fulfill expectations of their customers and ways in which customers experience the provided services.
Published in Chapter:
Constructing New Venues for Service Improvements Using the Architecture of Preventive Service Systems
Elad Harison (Shenkar College of Engineering and Design, Israel) and Ofer Barkai (Shamoon College of Engineering, Israel)
Copyright: © 2015 |Pages: 10
DOI: 10.4018/978-1-4666-5888-2.ch696
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