Skip to Main Content
Article navigation
Volume 6, Issue 4
1 April 1992
Journal of Services Marketing Cover Image for Volume 6, Issue 4
Research Article| April 01 1992

Company Study: Quality for Value‐added Perceptions and Bottom‐line Results Available to Purchase

Kathy V. Libonati
Kathy V. Libonati
Managing Director, Product Design for American Airlines, is responsible for six departments, ranging from Cabin Interior and Design to the Admirals Clubs.
Search for other works by this author on:
This Site
PubMed
Google Scholar
Author & Article Information
Publisher: Emerald Publishing
Online ISSN: 2054-1651
Print ISSN: 0887-6045
© MCB UP Limited
1992
Journal of Services Marketing (1992) 6 (4): 23–28.
https://doi.org/10.1108/08876049210037131

Considers the “Conceptual Model of Service Quality”. Describes five service gaps, using a case example of American Airlines as illustration. Examines ways of bridging these gaps. Concludes with a personal commentary on the delivering of quality.

Keywords:
Gap analysis, Perceptions, Service quality, Value analysis
This content is only available via PDF.
© MCB UP Limited
1992
You do not currently have access to this content.
Don't already have an account? Register

Purchased this content as a guest? Enter your email address to restore access.

Please enter valid email address.
Email address must be 94 characters or fewer.
Pay-Per-View Access
$39.00
Rental
This article is also available for rental through DeepDyve. Read this now at DeepDyve
128 Views
1 Crossref
View Metrics
“The widows of Cornershop”: organizational legitimacy and customer experience in the transition to Uber Eats
Customer incivility, surface acting, burnout and well-being in gen Z hairdressers
Erratum: AI isn’t everything: a call for human-centric service research
Caregivers as transformative service mediators: navigating vulnerability and well-being

Suggested Reading

Customer Expectations and Perceptions of Service Quality in Retail Apparel Specialty Stores
Journal of Services Marketing (March,1994)
Which school of thought? The dimensions of resort hotel quality
International Journal of Contemporary Hospitality Management (April,1998)
The perceived service quality concept – a mistake?
Managing Service Quality: An International Journal (June,2001)
Gap analysis of green hotel marketing
International Journal of Contemporary Hospitality Management (September,2013)
Perception and expectation of customers in Islamic bank perspective
Journal of Islamic Marketing (December,2019)

Related Chapters

A Gap Analysis of the Perspectives of Small Businesses and Rural Librarians in Tennessee: Developments Toward a Blueprint for a Public Library Small Business Toolkit
Rural and Small Public Libraries: Challenges and Opportunities
Efficiency as a Domain of Health Care Systems: A Phenomenographic Approach
Annual Review of Health Care Management: Strategy and Policy Perspectives on Reforming Health Systems
Authenticity in Portugal’s Interior Rural Areas
Authenticity & Tourism: Materialities, Perceptions, Experiences

Recommended for you

These recommendations are informed by your reading behaviors and indicated interests.

Cited By

Google Scholar
CrossRef (1)
This Feature Is Available To Subscribers Only

or Create an Account

Close Modal
Close Modal