The rebirth of the SERVQUAL gaps model in service design

Jürgen Tanghe
Kite Consultants, Antwerpen, Belgium

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Ingår i: ServDes.2012 Conference Proceedings Co-Creating Services; The 3rd Service Design and Service Innovation Conference; 8-10 February; Espoo; Finland

Linköping Electronic Conference Proceedings 67:28, s. 273-275

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Publicerad: 2013-10-16

ISBN: 978-91-7519-482-0

ISSN: 1650-3686 (tryckt), 1650-3740 (online)


The service design field is evolving quick and constantly looking to developing new methods.

One particular challenge is how to connect with the many business functions involved in delivering; such as marketing; HRM and operations.

In this workshop we will (re)introduce the SERVQUAL framework to the service design community as a way to contribute to solving this challenge.


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