Update search
Filter
- All
- Title
- Author
- Author Affiliations
- Full Text
- Abstract
- Keyword
- DOI
- ISBN
- EISBN
- ISSN
- EISSN
- Issue
- Volume
- References
Filter
- All
- Title
- Author
- Author Affiliations
- Full Text
- Abstract
- Keyword
- DOI
- ISBN
- EISBN
- ISSN
- EISSN
- Issue
- Volume
- References
Filter
- All
- Title
- Author
- Author Affiliations
- Full Text
- Abstract
- Keyword
- DOI
- ISBN
- EISBN
- ISSN
- EISSN
- Issue
- Volume
- References
Filter
- All
- Title
- Author
- Author Affiliations
- Full Text
- Abstract
- Keyword
- DOI
- ISBN
- EISBN
- ISSN
- EISSN
- Issue
- Volume
- References
Filter
- All
- Title
- Author
- Author Affiliations
- Full Text
- Abstract
- Keyword
- DOI
- ISBN
- EISBN
- ISSN
- EISSN
- Issue
- Volume
- References
Filter
- All
- Title
- Author
- Author Affiliations
- Full Text
- Abstract
- Keyword
- DOI
- ISBN
- EISBN
- ISSN
- EISSN
- Issue
- Volume
- References
NARROW
Format
Journal
Type
Date
Availability
1-3 of 3
Keywords: Gap analysis
Close
Follow your search
Access your saved searches in your account
Would you like to receive an alert when new items match your search?
Sort by
Journal Articles
Service quality gap models: trends and industry adaptations
Available to Purchase
Journal of Service Theory and Practice 1–17.
Published: 03 October 2025
... at: ozispa@mersin.edu.tr 31 03 2025 29 05 2025 31 07 2025 10 08 2025 © Emerald Publishing Limited 2025 Emerald Publishing Limited Licensed re-use rights only Service quality Service quality gap model Revised service quality gap model Service industry Gap analysis...
Includes: Supplementary data
Journal Articles
Integrated customer relationship management for service activities: An internal/external gap model
Available to Purchase
Managing Service Quality: An International Journal (2008) 18 (5): 496–511.
Published: 05 September 2008
...Marianna Sigala; Sergios Dimitriadis; Eric Stevens Purpose The purpose of this paper is to suggest an integrated framework for designing, implementing and evaluating a customer relationship marketing (CRM) system in service companies, based on a gap analysis. Design/methodology/approach...
Journal Articles
A strategic service quality approach using analytic hierarchy process
Available to Purchase
Managing Service Quality: An International Journal (2005) 15 (3): 278–289.
Published: 01 June 2005
... and Quelch, 1983), gap analysis (Zeithaml et al., 1988), SERVQUAL (Parasuraman et al., 1988), SERVPERF (Cronin and Taylor, 1994), critical incident technique (Bitner et al., 1990), and sequential incident technique (Stauss and Weinlich, 1997). A common feature of all these methods...
