The implications of service quality gaps for strategy implementation

• Author(s): Cândido, Carlos ; Morris, D. S.
• Date: 2001
• Persistent ID: http://hdl.handle.net/10400.1/3714
• Origin: Sapientia - Universidade do Algarve
• Subject(s): Service Quality; Quality Management; Strategy implementation; Business Strategy; Hotel industry; Hospitality industry; Algarve
• Document Type: Article
• Language: English

Description

This article addresses the problem of service quality strategy implementation and proposes three interrelated models: a static model of the organisation; a comprehensive dynamic model of the implementation process, both synthesised 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 congress paper, to propose a map of the pattern of SQGs occurring at each implementation stage; the organisational variables that can be manipulated to eliminate SQGs; and several implications to practising managers.