Service Quality Gaps and Their Role in Service Enterprises Development

Urban, Wiesław

doi:10.3846/1392-8619.2009.15.631-645

Cited by 39 publications

(30 citation statements)

References 17 publications

(28 reference statements)

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“…Notwithstanding the fact that there are numerous attempts to develop new quality measurement models and/or scales in various sectors (Lovelock, 1994;Bennington & Cummane, 1998;Candido & Morris, 2000;Brady & Cronin, 2001;Luk & Layton, 2002;Getty & Getty, 2003;Chiu & Lin, 2004;Chatterjee & Chatterjee, 2005;Gupta, McDaniel & Herath, 2005;Urban, 2009;Baccarani, Ugolini & Bonfanti, 2010;Durvasula, Lysonshi & Madhavi, 2011;Calabrese & Scoglio, 2012), the Gaps Model remains a reference point in literature about service quality. In addition, new technologies and the increasing awareness of the dynamic nature of services underline the need for an updated analytical perspective which take into consideration the crucial factors for the company evolution in uncertain and more competitive enviroments (Macdonald, Wilson, Martinez & Toosi, 2011;van der Wiele, van Iwaarden, Williams & Eldridge, 2011).…”

Section: Discussionmentioning

confidence: 99%

A Review of Literature on the Gaps Model on Service Quality: A 3-Decades Period: 1985–2013

Mauri¹,

Minazzi²,

Muccio³

2013

IBR

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The study aims to contribute to the research on service quality, analyzing almost 30 years of research on the Gaps Model proposed by Parasuraman, Zeithaml and Berry in the 1980s. A literature review has been conducted from 1985 to 2013 with the purpose of underlining the model evolution and its criticisms. Major international academic databases have been consulted.On this basis the paper summarizes some theoretical-conceptual and methodological-operational critical aspects identified by scholars who analyzed and applied the model and the scale. Despite that, the Gaps Model and the SERVQUAL scale are still the most used instruments to study service quality in marketing literature.The analysis allows to identify interesting points for future research on the topic of service quality. The conceptual framework presented in the paper does not include any empirical research that could be eventually implemented to validate the findings.

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Section: Discussionmentioning

confidence: 99%

A Review of Literature on the Gaps Model on Service Quality: A 3-Decades Period: 1985–2013

Mauri¹,

Minazzi²,

Muccio³

2013

IBR

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“…Two research instruments were used for methodological basis of forming the conceptual interaction model of leader's spiritual intelligence and the service quality of organization: first is King's (2008) SISRI-24 consisting of 24 questions reflecting to four spiritual attributes; second is SERQUAL (Urban, 2009) allowing to identify leader's approaches to the services quality of organizations through evaluating dimensions of service quality: reliability, responsiveness, assurance, empathy. King's SISRI-24 appeared to better address the cognitive aspects and dimensions of spiritual intelligence supported by the literature (Hildebrant, 2011).…”

Section: Methodsmentioning

confidence: 99%

Expression of Leaders ‘Spiritual Intelligence in a Context of Organizations’ Services Quality: A Theoretical Approach

Šilingienė

Škėrienė

2014

Procedia - Social and Behavioral Sciences

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The paper presents a summarised theoretical background on leaders' spiritual intelligence (SI) and the service quality of organization research. SI is the new secular scientific paradigm of spirituality, which addresses fundamental challenges currently faced by businesses, influences all areas of life and provides individuals with the capability of sustainable performance at extraordinary levels. The links between SI and the service quality of organization is explained by the formed the conceptual interaction model which could help to emerge new possibilities for future theoretical and empirical research.

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“…Services are difficult to evaluate as compared to goods/products since they tend to be intangible, the customer is involved in their creation, they are processes and also dependent on the behaviour of the service provider [30]. The most widely accepted and cited service quality model in literature is the GAP model from Parasuraman et al [31]. Service quality, with respect to this model, is widely defined in published literature as the gap between the service expectation by customers from a service provider and actual service perceived to be delivered to the customer by the service provider.…”

Section: Quality Service Quality and Information Securitymentioning

confidence: 99%

An empirical analysis of perceived significance of information security service quality to predict the organisational performance in software service industry

Bahl

Wali

2013

CSIT

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Businesses have derived various benefits from offshore outsourcing of information and communication technology services while accepting and managing perceived risks with respect to the service quality of information security delivered in the supply chain. In this empirical research, taking India as a case which tops the global information technology outsourcing supply chain world ranking, we examine the perceptions of Indian software services provider (service provider) employees with respect to information security service quality delivered to customers and its impact on the service provider organisational performance. Using the existing dimensions and instruments for service quality and organisational performance, our study provides a framework suitably modified to reflect the context of information security. We have used SmartPLS, a structural equation modeling technique, to analyse field survey data collected from across different Indian cities and companies. Significant finding of our research is that information security service quality in an IT offshore outsourcing company providing software services has an impact on the service provider organisation performance, which can be predicted. In addition we also establish that there is positive relationship collectively between elements of information security service quality and organisation performance. We conclude that there is an urgent and serious need for software outsourcing business enterprises to focus on, amplify and commit to information security service quality at strategic, tactical, and operational levels if they wish to achieve revenue expansion, completely satisfied customers and create long term trusted relationships.

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Service Quality Gaps and Their Role in Service Enterprises Development

Cited by 39 publications

References 17 publications

A Review of Literature on the Gaps Model on Service Quality: A 3-Decades Period: 1985–2013

A Review of Literature on the Gaps Model on Service Quality: A 3-Decades Period: 1985–2013

Expression of Leaders ‘Spiritual Intelligence in a Context of Organizations’ Services Quality: A Theoretical Approach

An empirical analysis of perceived significance of information security service quality to predict the organisational performance in software service industry

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