Models of Service Quality

Manfred Bruhn ()
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Manfred Bruhn: University Basel

Chapter Chapter 4 in Quality Management for Services, 2023, pp 103-139 from Springer

Abstract: Abstract Different models for the analysis of the emergence of service quality have been developed in the existing literature. Based on a comprehensive presentation and discussion of the best-known and most important models, it becomes clear in the context of this chapter that the so-called GAP model has gained international importance. As a result, the approach of the GAP model has been modified and adapted for different application areas and industries in the meantime. An explanation of these approaches is also given in the context of this chapter. In conclusion, central quality dimensions could be isolated in the scientific literature—based on the results of the GAP model—which come into effect for the customers of a service provider when assessing the experienced quality.

Date: 2023
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DOI: 10.1007/978-3-662-67032-3_4

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