Technology ’ s Impact on the Gaps Model of Service Quality

  title={Technology ’ s Impact on the Gaps Model of Service Quality},
  author={Mary Jo Bitner and W. P. Carey},
This chapter presents a foundational framework for service science – the Gaps Model of Service Quality. For over two decades the model has been used across industries and worldwide to help companies formulate strategies to deliver quality service, to integrate customer focus across functions, and to provide a foundation for service as a competitive strategy. It was developed at a time when most services were delivered interpersonally and in real time without the advantages (and sometimes… CONTINUE READING