Charting service quality gaps

Some of the most influential models in the service management literature (Parasuraman et al., 1985; Grönroos, 1990) focus on the concept of service quality gap (SQG). Parasuraman et al. (1985) define a pioneering model with five SQGs, the concepts of which are amplified in Brogowicz et al.’s (1990) model. The latter has five types of encompassing gaps: information and feedback-related gaps; design-related gaps; implementation-related gaps; communication-related gaps; and customers’ perceptions and expectations related gaps. Additionally to this model amplification, other authors (e.g., Brown & Swartz, 1989) have pointed to relevant SQGs that have not been considered previously. This paper integrates current models and a group of SQGs dispersed through the literature in a new comprehensive model. It draws a link between the model and the stages of a strategy process, emphasising the SQGs’ impact on the process and raising relevant research questions.FCT, FEUALG, UALG

The implications of service quality gaps for strategy implementation

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

Customer emotions in service failure and recovery encounters

Emotions play a significant role in the workplace, and considerable attention has been given to the study of employee emotions. Customers also play a central function in organizations, but much less is known about customer emotions. This chapter reviews the growing literature on customer emotions in employee–customer interfaces with a focus on service failure and recovery encounters, where emotions are heightened. It highlights emerging themes and key findings, addresses the measurement, modeling, and management of customer emotions, and identifies future research streams. Attention is given to emotional contagion, relationships between affective and cognitive processes, customer anger, customer rage, and individual differences

An experimental investigation of halo effects in satisfaction measures of service attributes

10.1108/09564239510091358International Journal of Service Industry Management6384-10

Consumer satisfaction with services: Integrating the environment perspective in services marketing into the traditional disconfirmation paradigm

Journal of Business Research44155-66JBRE

Introducing uncertain performance expectations in satisfaction models for services

International Journal of Service Industry Management10182-9

Buying and selling sex: a preliminary examination of the service encounter

Reports the results of a survey of the service encounters in sauna and massage parlours in the UK offering sex for sale. Draws evidence from a customer generated World Wide Web site and a case study of a small massage parlour in a small town in the north west of England. Concludes that the initial contact with the reception and the working girl is crucial to success together with the physical environment. Suggests that the woner’s ability to manage these in ways that recognize the client’s sensitivities and emotional needs will be vital for future sustainability