Original Source: by Parasuraman, Berry and Zeithaml (1985), and more recently described in Zeithaml and Bitner (2003).

“The Gap model of service quality was developed by Parasuraman, Berry and Zeithaml (1985), and more recently described in Zeithaml and Bitner (2003). It has served as a framework for research in services marketing, including hospitality marketing, for over two decades. The model identifies four specific gaps leading to a fifth overall gap between customersJ expectations and perceived service….”

http://lambtonhat.weebly.com/uploads/4/4/1/3/4413567/gap_model_of_service_quality.pdf

Contributors: Open Source
Categories: SIG U Resource, Tool
SRC Type: Benchmarking and Analysis, Procurement Operations