Continual Service Improvement

Service Gap Model

The service gap model is based on the model as described in the book Delivering Quality Service by Valerie Zeithaml, ISBN 0 02 935701- 2
I use this service gap model on a regular basis, but always with the reference. Although the model is slightly adapted I think it is close enough to attribute to the authors of Delivering Quality Service Book.

If I missed the reference in the book - I apologize

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