Tóm tắt
A synthesised service quality model with managerial implications is
presented. This synthesised model is based on the works of the Nordic
and the North American schools of service research. The model presents
the overall service quality gap as a result of both technical and
functional quality gaps. The core of the synthesised model is the idea
that management must determine both what customers expect and
how they expect to get it. Management must plan, implement and
control the service offering to limit, reduce, or eliminate service
quality gaps.
