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Other Papers on :Service Quality

Other Papers on :Quality Management

C/M/624. Measuring service quality in hospitality industry: rationale for employing gap model

(2007, 2900 words)

The paper examines the use of the gap model for measuring service quality in hospitality industry. The importance of measuring various gaps and its implications for the overall performance of a service firm are discussed. References are made to relevant academic literature highlighting practical benefits which might be leveraged by hospitality firms and the challenges of using the gap model.



 
   
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