Konferensartikel

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)

Abstract

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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Referenser

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Brown; S.W. and Bond; E.U. III (1995); "The internal/external framework and service quality: Toward theory in services marketing"; Journal of Marketing Management; February; pp. 25-39.

Buttle; F. (1996) "SERVQUAL: review; critique; research agenda"; European Journal of Marketing; Vol. 30 Iss: 1; pp.8 - 32

Curry; A. (1999); "Innovation in public service management"; Managing Service Quality; Vol.9; No.3; pp. 180-190.

Luk; Sh.T.K. and Layton; R. (2002); "Perception Gaps in customer expectations: Managers versus service providers and customers"; The Service Industries Journal; Vol.22; No.2; April; pp. 109-128.

Parasuraman;A.;Berry;Leonard L.;Zeithaml;Valarie A.; “A Conceptual Model of Service Quality and Its Implications for Future Research”; Journal of Marketing; 1985; 49; 4; 41-50.

Parasuraman;A.;Berry;Leonard L.;Zeithaml;Valarie A.; “SERVQUAL: A Multiple-Item Scale For Measuring Consumer Perceptions of Service Quality”; Journal of Retailing; 1988; 64; 1; 12-40

Wetter Edman; K (2011) Service design; a conceptualization of an emerging practice. Licentiate thesis; University of gothenburg

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