Purchase Solution

service quality models

Not what you're looking for?

Ask Custom Question

Hello

I am after some source material containing descriptions and/or criticism of the service quality models SERVQUAL, SERVPERF and the GAP Model . Any journal articles, book chapters, web pages etc. would be of assistance. I need to be able to access these online.

Thanks!

Purchase this Solution
Solution Summary

I am after some source material containing descriptions and/or criticism of the service quality models SERVQUAL, SERVPERF and the GAP Model .

Solution Preview

1) A very comprehensive paper on SERVQUAK and SERVPERF-

http://inform.nu/Articles/Vol12/ISJv12p017-035Landrum232.pdf

2) http://www.u21global.edu.sg/PartnerAdmin/ViewContent?module=DOCUMENTLIBRARY&oid=157360

3) ...

Solution provided by:
Sandeep Bardia, MBA
Education
  • BCom, SGTB Khalsa College, University of Delhi
  • MBA, Rochester Institute of Technology
Recent Feedback
  • "Thank you. "
  • "Thank you"
  • "Thank you. I got 20/20 last week for my discussion you help me out with."
  • "Thank you. Great Job. "
  • "Thank you. Great Job. "
Purchase this Solution
Free BrainMass Quizzes
Basic Social Media Concepts

The quiz will test your knowledge on basic social media concepts.

Team Development Strategies

This quiz will assess your knowledge of team-building processes, learning styles, and leadership methods. Team development is essential to creating and maintaining high performing teams.

Six Sigma for Process Improvement

A high level understanding of Six Sigma and what it is all about. This just gives you a glimpse of Six Sigma which entails more in-depth knowledge of processes and techniques.

Cost Concepts: Analyzing Costs in Managerial Accounting

This quiz gives students the opportunity to assess their knowledge of cost concepts used in managerial accounting such as opportunity costs, marginal costs, relevant costs and the benefits and relationships that derive from them.

Introduction to Finance

This quiz test introductory finance topics.

View More Free Quizzes
Related BrainMass Solutions

  • Improving quality in information technology

    Following Maturity Models Maturity models are frameworks that help organizations improve their processes and systems. Project managers can improving quality of IT projects through maturity models.

  • Managed care vs. traditional cost/reimbursement models

    Managed Care Models Traditional cost/reimbursement and managed care models present differences to all stakeholders in the access to care, quality and costs involved.

  • Case Analysis - Saturn

    Threat of losing brand image and reputation with newer models based on Opel Styling. Threat of losing high quality standards and customer service quality due to influx of multiple models. (2) Problem/Opportunity.

  • Payment Models Questions

    , the hospital receives payment regardless of the quality of care in regard to outcomes.

  • How luxury car companies' strategies are similar

    The strong engine which is known for little maintenance, makes them popular as the engine quality and equal to that of the luxury models but without the quirks which hinder the owner from working on the engine themselves, as is the strategy of the luxury

  • Descriptive Statistics

    What does this information tell you about the prices for models with and without a DVD player? 19. The Los Angeles Times regularly reports the air quality index for various areas of Southern California.

  • Assessing Service Issues

    As the beauty lies in the eyes of beholder, the perception of Quality lies with the customer. A product or a service is a Quality product or Quality service if and only if the customer perceives it to be so.

  • TQM Models and Methodologies

    Possible models include: a. Continuous quality improvement (CQI) b. International Organization for Standards (ISO 9000 and 14,000) c. Value chain analysis d. Six Sigma e. Lean manufacturing, or service f. Theory of Constraints g.

  • Writing a Mission Statement

    We collaborate and develop networks and develop innovative service delivery models. From a holistic perspective, we integrate mental health care with health care.

View More Related Solutions